Hybrid Call Center Workforce Analyst

Capital Rx; Charlotte (NC); Hybrid; USD 63,000 - 79,000; Full time

Job summary

Judi Health in Charlotte, NC is seeking a Workforce Management Analyst to partner with UM management in developing strategic staffing plans and action plans that deliver superior customer service experiences. You will monitor real-time queues, adherence, scheduling, and staffing levels across the center using industry-leading tools.

The role requires strong analytical skills, experience in forecasting and scheduling, and the ability to produce timely reports.

Qualifications

• Bachelor's degree preferred but not required; equivalent training/experience considered.
• 5+ years of call center experience.
• 3+ years in workforce management role.
• Excel proficiency with formulas, v-lookups and pivot tables.
• Experience with forecasting, scheduling and real-time operations management.
• Knowledge of workforce management tools: NICE inContact CXone, IEX, Genesys, Intradiem and/or Verint.

Responsibilities

• Develop strategic and tactical approaches to improve customer service experiences.
• Real-time monitoring, queue management and schedule adherence.
• Manage volumes to ensure optimal staffing levels.
• Produce accurate reports reflecting center performance and tool usage.
• Forecast staffing needs and coordinate training opportunities during business hours.

Skills

Analytical skills

Data collection & analysis

Forecasting

Scheduling

Real-time operations

Problem solving

Education

Bachelor's degree in business management, math, statistics, economics, or related field

Tools

NICE inContact CXone

IEX

Genesys

Intradiem

Verint

Job description

Judi Health in Charlotte, NC is seeking a Workforce Management Analyst to partner with UM management in developing strategic staffing plans and action plans that deliver superior customer service experiences. You will monitor real-time queues, adherence, scheduling, and staffing levels across the center using industry-leading tools.

The role requires strong analytical skills, experience in forecasting and scheduling, and the ability to produce timely reports.