Job Summary

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.

Key responsibilities include monitoring real-time operational performance, optimizing resource utilization, developing and maintaining workforce measurement tools and reporting processes, and supporting data-driven decision-making. The position also oversees business continuity and staff reallocation planning, while coordinating and scheduling all off-phone activities across the customer service organization to ensure operational efficiency and service excellence.

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
• 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 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.

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.

Base Pay Range
$55,900.00 - $123,500.00

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