Workforce Management Analyst

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development. Job Summary This Position Is Responsible For Reviewing And Managing Real-Time/Intraday Workforce Management Of Front Or Back Office Functions. Reviewing And Analyze 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. Job Description 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, elevate 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, elevate 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. 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. 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. HCSC Employment Statement: 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. Base Pay Range $41,700.00 - $92,800.00 Exact compensation may vary based on skills, experience, and location. For more than 80 years, HCSC has been dedicated to expanding access to high-quality, cost-effective health care and equipping our members with information and tools to make the best health care decisions for themselves and their families. As an industry leader, HCSC also has been helping to make the health care system work better for all Americans. To remain a leader, we offer compelling careers that encourage resourcefulness, strategic thought and empower you to make a difference in the lives of our members and their communities. Today, with the industry at an important crossroad, HCSC is reimagining health care and looking for original thinkers who aren’t afraid to make innovative contributions. We are an Equal Opportunity Employment employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Learn more about HCSC, our commitment to our members and the opportunity you’ll have to improve health care delivery in an open, collaborative environment. HCSC is committed to diversity in the workplace and to providing equal opportunity to employees and applicants. If you are an individual with a disability or a disabled veteran and need an accommodation or assistance in either using the Careers website or completing the application process, you can call us at View phone number on click.appcast.io to request reasonable accommodations. Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process! Blue Cross and Blue Shield of Illinois, Blue Cross and Blue Shield of Montana, Blue Cross and Blue Shield of New Mexico, Blue Cross and Blue Shield of Oklahoma, and Blue Cross and Blue Shield of Texas, Divisions of Health Care Service Corporation, a Mutual Legal Reserve Company, and Independent Licensee of the Blue Cross and Blue Shield Association © Copyright 2025 Health Care Service Corporation. All Rights Reserved. #J-18808-Ljbffr