Senior Workforce Planning Analyst

Role Description

The Sr. Workforce Planning Analyst is responsible for supporting workforce management and operational planning activities for customer service operations within HCSC’s HealthSpring line of business. This role plays a key part in the annual budgeting process, workload forecasting, capacity planning, and supplier resource management to ensure optimal staffing levels and service performance.

• Monitor real-time operational performance.
• Optimize resource utilization.
• Develop and maintain workforce measurement tools and reporting processes.
• Support data-driven decision-making.
• Oversee business continuity and staff reallocation planning.
• Coordinate and schedule all off-phone activities across the customer service organization to ensure operational efficiency and service excellence.

Qualifications

• Bachelor degree and 2 years of experience analyzing workforce data and making scheduling recommendations on staffing OR 6 years of experience analyzing workforce data and making scheduling recommendations on staffing.
• Experience with Workforce Management software.
• Interpersonal and organizational skills.
• Analytical and problem solving skills.
• Clear and concise written and verbal communication skills.
• PC experience to include Word, Excel, and PowerPoint.

Requirements

• Experience with NICE IEX and Variant Operations Manager software.
• Experience building and maintaining workforce forecasting models.
• Advanced proficiency with Excel to include (pivot tables, VLOOKUP, macros, SQL).
• Ability to develop executive reporting dashboards and present data to senior leadership.
• Ability to travel.
• Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship.

Benefits

• 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.
• Other incentives.

Company Description

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. 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.