Resource Management Analyst – REMOTE

HCSC

Rockford, Illinois, United States

Rockford, Illinois, United States

Über

Job Summary This position is responsible for reviewing and managing real-time/intraday workforce management of front office contact center functions supporting Group Member Services. Creating reports and analyzing data to improve caller experience, work queue management and front line production staff performance management to optimize back office and call center operational activity.
Required Job Qualifications
Bachelor degree or 4 years of business experience.
2 years of experience in a claims or customer service.
Interpersonal and organizational skills.
Analytical and problem solving skills.
Clear and concise written and verbal communication skills.
Preferred Job Qualifications
Bachelor degree.
Experience with Workforce Management software including NiCE IEX and Aceyus (scheduling, performance tracking, reporting).
2 years of experience in Workforce Management planning in a contact center with at least 50 employees.
Proficient in Excel. Ability to read and write queries with SQL.
Prior experience in Health Insurance or Health Care.
Employment and Equal Opportunity We are an Equal Opportunity Employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.
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Rockford, Illinois, United States

Sprachkenntnisse

English

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