Hybrid Workforce Management Analyst, Customer Care

Capital Rx; New York (NY); Hybrid; USD 76,000 - 95,000; Full time

Job summary

Judi Health in New York is seeking an experienced Intraday Specialist to manage real-time call center resources, ensuring service levels and optimal staffing for enrollees, members, clients, and providers. You will monitor queues, adherence, and agent states, coordinating with leadership to implement staffing actions.

The role requires deep WFM expertise, strong Excel skills, and experience with leading WFM tools, with a hybrid work setup across NYC/Denver/Charlotte offices.

Qualifications

• Bachelor's degree preferred but not required.
• 5+ years of call center experience.
• 5+ years in workforce management role.
• Forecasting, scheduling and real-time operations experience.
• Proficient with Excel and data visualization tools.
• Strong analytical and time management skills.

Responsibilities

• Real-time monitoring and queue management.
• Manage schedules to meet forecast and service levels.
• Coordinate with training for scheduling opportunities.
• Ensure accuracy of WFM data in systems and payroll.
• Produce daily/weekly/monthly attendance and performance reports.
• Provide timely adherence adjustments and reporting.
• Advises on hiring needs based on forecast results.
• Participate in initiatives to improve customer satisfaction and performance.

Skills

Forecasting

Scheduling

Real-time ops

Excel

Power BI

Analytical thinking

Time management

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 New York is seeking an experienced Intraday Specialist to manage real-time call center resources, ensuring service levels and optimal staffing for enrollees, members, clients, and providers. You will monitor queues, adherence, and agent states, coordinating with leadership to implement staffing actions.

The role requires deep WFM expertise, strong Excel skills, and experience with leading WFM tools, with a hybrid work setup across NYC/Denver/Charlotte offices.