Job Details

Job Summary
This position is responsible for reviewing and managing real‑time/intraday workforce management of front office contact center functions supporting Group Member Services. Creating reports and analyzing data to improve caller experience, work queue management and front line production staff performance management to optimize back office and call center operational activity.

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.

Experience with Workforce Management software including NiCE IEX and Aceyus (scheduling, performance tracking, reporting)

2 years of experience in Workforce Management planning in a contact center with at least 50 employees.

Proficient in Excel. Ability to read and write queries with SQL.

Prior experience in Health Insurance or Health Care.

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.

Base Pay Range
$41,700.00 - $92,800.00

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

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.

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 1-866-###-#### to request reasonable accommodations.

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