Hybrid Intraday Workforce Analyst – Customer Care

Transformcap

Colorado

Hybrid

USD 63,000 - 90,000

Full time

6 days ago

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Job summary

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.

Qualifications

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.

Responsibilities

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.