Hybrid Real-Time WFM Analyst, Customer Care

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

Benefits offered by this job

Hybrid work arrangement

Job summary

Judi Health in Charlotte, NC is seeking a Customer Care Workforce Management Analyst to oversee real-time and intraday staffing, aiming to maintain service levels and enhance the enrollee and partner experience.

You will monitor queues, manage adherence, coordinate with training, and produce regular performance reports. The role requires 5+ years in call center and workforce management, and experience with leading WFM tools and Excel/BI skills.

Qualifications

• Bachelor's degree in business management, math, statistics, economics or related field is preferred but not required.
• Equivalent training and experience may be substituted and considered.
• 5+ years of call center experience.
• 5+ years of experience in a workforce management role.
• Focus on operations management experience including forecasting, scheduling and real-time operations management.
• Experience with Workforce Management tools like AWS Connect, Verint, NICE, CXone, IEX, Genesys, Aspect WFM.
• Must be proficient with excel formulas, pivot tables, etc. and familiarity with data visualization tools such as Power BI, Tableau.
• Knowledge of call center fundamentals.
• Good organizational skills and attention to detail are essential.
• Must have strong analytical and time management skills.
• Adept at data collection, summarization and analysis of metrics.
• Should have excellent problem-solving and negotiation skills.

Responsibilities

• Real-time monitoring of call center performance and staffing.
• Manage queues, schedule adherence, and intraday staffing.
• Coordinate with training for scheduling opportunities.
• Create and maintain WFM data in payroll and systems.
• Produce weekly/monthly adherence and performance reports.
• Identify staffing adjustments to meet forecast.
• Collaborate with management to ensure SLAs.

Skills

Call center experience

Workforce management

Forecasting

Scheduling

Real-time operations

Data analysis

Excel

Power BI

Tableau

Time management

Problem solving

Negotiation

Education

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

Tools

AWS Connect

Verint

NICE

CXone

IEX

Genesys

Aspect WFM

Job description

Judi Health in Charlotte, NC is seeking a Customer Care Workforce Management Analyst to oversee real-time and intraday staffing, aiming to maintain service levels and enhance the enrollee and partner experience.

You will monitor queues, manage adherence, coordinate with training, and produce regular performance reports. The role requires 5+ years in call center and workforce management, and experience with leading WFM tools and Excel/BI skills.