Note: The job is a remote job and is open to candidates in USA. Health Care Service Corporation is a purpose-driven company that invests in professional development. The Sr. Workforce Planning Analyst is responsible for supporting workforce management and operational planning activities, ensuring optimal staffing levels and service performance.
Responsibilities
- Supporting workforce management and operational planning activities for customer service operations within HCSC’s HealthSpring line of business
- Monitoring real-time operational performance
- Optimizing resource utilization
- Developing and maintaining workforce measurement tools and reporting processes
- Supporting data-driven decision-making
- Overseeing business continuity and staff reallocation planning
- Coordinating and scheduling all off-phone activities across the customer service organization to ensure operational efficiency and service excellence
Skills
- 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
- 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
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
- Annual incentive bonus plan subject to the terms and the conditions of the plan
Company Overview