Welcome to a team of caring and passionate people who work each day to meet the needs of our members and clients. At Health Benefits, (a subsidiary of Health Care Service Corporation), you will be part of an organization committed to offering custom services to self-funded health benefits plans that manage costs – without compromising benefits – by offering innovative solutions, flexibility, transparency, and customer support. We are now a subsidiary of Health Care Service Corporation, the largest customer-owned insurance company in the United States and a strategic partner of Health Benefits since 2018, giving us access to increased national scale and support. This is an exciting time to join our team and enhance our culture that emphasizes caring, diversity and inclusion, mutual respect, collaboration, and service to our communities.

Health Benefits is seeking a Real Time Analyst. The Customer Service Real-Time Analyst is responsible for ensuring an exceptional customer experience by monitoring and analyzing customer service agent interactions and performance in real-time. This role provides strategic workforce planning to optimize departmental resources. This position will collaborate with departmental leadership to ensure service level agreements and service score targets are achieved by monitoring and optimizing resources.

Responsibilities Include:

• Monitor customer service interactions in real-time to identify areas for improvement in customer service delivery.
• Collaborate with leadership in scheduling departmental off-queue activities (1:1’s, coaching, learning and development, paid time off, breaks/lunches, call outs, etc.)
• Conducts real-time monitoring and adjustments of queues and skill sets to ensure resources are being utilized, leading to improved performance, service levels and staffing adherence.
• Analyze customer feedback and interactions to identify trends and patterns.
• Maintain an in-depth knowledge of workforce management features, functions, and system-generated reports, forecasting and scheduling.
• Use data analysis to identify opportunities for process improvement and optimization.
• Provide coaching and support to customer service staff.
• Conduct regular quality assessments and provide feedback to customer service teams.
• Maintain a comprehensive understanding of specialized software tools to develop customer service best practices and stay up to date with industry trends.
• Identify changes in call volume and reallocate resources when workload requires, recommend real-time schedule changes, and identify efficiency opportunities.
• Monitor real-time adherence to schedules, alert and adjust for outages, staff shortages, and unplanned events.
• Analyzes real-time and historical data and provides reports that support suggestions for overall improvement of service delivery.
• Responsible for compiling daily, weekly, and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer).
• Creates, maintains, and distributes routine and ad hoc reports.
• Assists in projecting call volume and staffing needs, both short-term and long-term.
• Other duties as needed/assigned.

Qualifications include:

• Bachelor's degree in business, Marketing, or a related field, or equivalent experience.
• Minimum 3-5 years of experience in call center and/or workforce management.
• Ability to interpret and understand data, identify trends and variances, and communicate findings and recommendations to key stakeholders.
• Strong analytical skills and experience with data analysis tools.
• Possess exceptional interpersonal communication skills, both verbal and written.
• Strong process development and problem resolution skills.
• Knowledge of real-time monitoring and analytics tools.
• Ability to coordinate multiple activities simultaneously and demonstrate strong organizational and prioritization skills
• Intermediate to advanced Excel skills, including managing large data sets and building meaningful analytics using Excel tools and functionality.
• Ability to comfortably and confidently interact with all levels of leadership and drive results without direct supervision authority.
• Strong attention to detail.
• Ability to foster an environment of teamwork and collaboration.
• Must be able to work between the hours of 7:00 am to 7:00 pm CST.

At Health Benefits, you will be part of an organization committed to offering meaningful benefits to our associates to support their life outside of work. From health and wellness benefits, 401(k) savings plan, a minimum of 15 days’ of paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, new parent paid leave, tuition reimbursement, plus other incentives, we offer a robust total rewards package for full-time associates.

The compensation range for this full-time Real Time Analyst - Workforce Management role is $40,392 - $75,845. The salary offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran, or disability.