Contact Mgmt Ctr Analyst

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 serving as a subject matter expert on Resource Management Center (RMC) available technologies, services and processes; collecting pertinent customer business requirements; coordinating new customer implementation activities; monitoring customer performance. This position is also responsible for serving as a liaison between contact center customers and IT; supporting technical bridges; providing updates, information and direction to customers and leadership; providing real-time performance and user experience to IT; escalating system issues, etc. The direction of these efforts is to optimize and support improved contact center performance.

JOB REQUIREMENTS:

• Bachelor Degree or 4 years experience in customer service or telecommunications with exposure to Contact Center operational processes.
• Project management experience.
• Ability to be in a position requiring a high degree of self-direction, initiative, sound decision-making and good organizational skills.
• PC proficiency to include Word, Excel, PowerPoint and Lotus Notes.  
• Knowledge of CMS and IRIS reports.
• Analytical and problem solving skills; verbal and written communication skills; organizational skills to provide training and consulting services."

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

$40,900.00 - $91,000.00

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