Senior Workforce Planning Analyst (Work From Home)
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 workforce planning activities for large locations or line of business for contact center operations. Supporting the annual budget planning process, coordinating workload forecasting and capacity planning activities, including those related to suppliers. Supporting real time monitoring of business operations optimizing resource utilization. Developing and maintaining measurement tools and processes. Managing execution of business continuity / staff reallocation plans and planning all off-phone activities across the customer service division.Required Job 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 (scheduling, performance tracking, reporting)
- 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.
Preferred Job Qualifications:
- Experience with NICE IEX and Aceyus Workforce Management software.
- Experience building and maintaining workforce forecasting models (workload, capacity, real time monitoring, off-phone activity).
- 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.
Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!
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 https://careers.hcsc.com/totalrewards.
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
$55,900.00 - $123,500.00Exact compensation may vary based on skills, experience, and location.
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