Hybrid Workforce Management Analyst

Capital Rx

New York (NY)

Hybrid

USD 76,000 - 95,000

Full time

6 days ago

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Job summary

Judi Health in New York, NY is seeking a Workforce Management Analyst to partner with UM management and Work Force Manager to drive superior customer service. You will monitor real-time operations, manage staffing levels, and generate performance reports to support business decisions.

Requirements include 5+ years in call centers, 3+ years in a workforce management role, and strong Excel/analytic skills. The role offers a hybrid schedule across offices in NYC, Denver, and Charlotte with

Qualifications

Bachelor's degree in business management, math, statistics, economics, or related field preferred but not required; equivalent training and experience may be substituted.
5+ years of call center experience.
3+ years of experience in a workforce management role.
Intermediate experience with Microsoft Excel utilizing formulas, v-Lookups, and pivottables.
Forecasting, scheduling, and real-time operations management experience.
Experience with Workforce Management tools like NICE inContactCXone, IEX, Genesys, Intradiem and/or Verint.
Knowledge of call center fundamentals.
Strong analytical skills; adept at data collection, summarization and analysis of metrics.

Responsibilities

Develop strategic and tactical approaches and action plans to deliver superior customer service experiences.
Monitor real-time queue management and schedule adherence.
Manage volumes to ensure optimal staffing levels and real-time agent performance.
Coordinate with training for scheduling opportunities within business hours.
Create accurate, timely reports reflecting center performance and systemic tools.
Advise hiring needs and business decisions based on forecasts and results.