Hybrid Intraday Workforce Analyst – Customer Care

Judi Health, LLC; Colorado; Hybrid; USD 63.000 - 90.000; Vollzeit

Zusammenfassung

Judi Health is seeking a Customer Care Workforce Management Analyst to optimize real-time staffing and intraday performance for multiple centers. Responsibilities include real-time monitoring, queue management, adherence, and cross-functional coordination with training.

The role requires strong analytical skills, 5+ years in call centers and workforce management, and proficiency with WFM tools and data visualization software. Hybrid work supported with salary ranges listed by city.

Qualifikationen

• A Bachelor’s degree in business management, math, statistics, economics or related field is preferred but not required.
• 5+ years of call center experience.
• 5+ years of experience in a workforce management role desired.
• Focus on operations management including forecasting, scheduling and real-time operations management.

Aufgaben

• Real-time monitoring, queue management and schedule adherence.
• Actively manage volumes to ensure optimal staffing levels.
• Coordinate with training for scheduling training opportunities during business hours.
• Responsible for attendance reporting and accuracy of WFM data.
• Create accurate and timely reports reflecting center performance.
• Advises hiring needs and business decisions based on forecasts and results.
• Develops and maintains historical data and benchmarks across centers.

Kenntnisse

Call center experience

Workforce management

Forecasting

Scheduling

Real-time operations

Excel

Power BI/Tableau

Data analysis

Time management

Problem solving

Ausbildung

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

Tools

AWS Connect

Verint

NICE

CXone

IEX

Genesys

Aspect WFM

Jobbeschreibung

Judi Health is seeking a Customer Care Workforce Management Analyst to optimize real-time staffing and intraday performance for multiple centers. Responsibilities include real-time monitoring, queue management, adherence, and cross-functional coordination with training.

The role requires strong analytical skills, 5+ years in call centers and workforce management, and proficiency with WFM tools and data visualization software. Hybrid work supported with salary ranges listed by city.