Resource Mgmt Analyst

Job Summary

This position is responsible for reviewing and managing real-time/intraday workforce management of front or back office functions. Reviewing and analyzing reporting to improve caller experience, work queue management, and front line production staff performance management to optimize back office and call center operational activity. Ability to travel.

Review and manage real-time/intraday workforce management of front or back office functions.

Monitor daily SLAs, productivity, adherence to schedules, adjust schedules as necessary, escalate issues and make recommendations.

Monitor aging claim and non-claim inquiries, distribute aged inventory workloads, ensure inventory levels are at safe levels and coordinate staffing to meet inventory goals. Process open adjustments.

Monitor inventory levels, aging, PDI and adjust work mix as necessary, escalate aged issues and make recommendations.

Complete analysis of inventory management activities, including; coordinating assignments for staff, budget and staffing information, interpreting inventory, performing cost-benefit analysis.

Review and analyze data to improve caller experience, work queue management and front line production staff performance.

Utilize Workforce Management tool to identify opportunities to better manage inventory, staffing levels and overall workload.

Utilize problem solving and analytical skills to design and recommend process improvements.

Assist with preparation of key strategic and day-to-day reporting materials that will be presented to executive, managerial and front line partners.

Collaborate with workforce planning team, business solutions, analytics, etc.

• 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.

• Bachelor degree.
• Blue Chip experience.
• Experience with Workforce Management software (scheduling, performance tracking, reporting).
• 2 years of experience in Workforce Management planning in a contact center with at least 50 employees.
• Ability to travel.

Pay Transparency Statement:

At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees.

Learn more about our benefit offerings by visiting

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan.

We are an Equal Opportunity Employment 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.

$41,700.00 - $92,800.00

Exact compensation may vary based on skills, experience, and location.