Intraday Workforce Management Analyst - Customer Care

Capital Rx; Denver (CO); Hybrid; USD 70,000 - 87,000; Full time

Job summary

Judi Health is seeking a Customer Care Workforce Management Analyst to drive real-time staffing decisions and intraday optimization for our hybrid call center environment.

You will manage queues, adherence, and forecasting for multiple regions, collaborating with management to align staffing with forecasted volumes and service levels. Strong analytical skills and Excel proficiency are essential.

Qualifications

• Bachelor's degree preferred but not required; equivalent experience considered.
• 5+ years of call center experience.
• 5+ years in workforce management roles.
• Experience forecasting, scheduling and real-time operations management.
• Proficient with Excel; familiarity with data visualization tools (Power BI, Tableau).
• Knowledge of call center fundamentals and staffing metrics.

Responsibilities

• Real-time and intraday management of call center resources to meet service levels.
• Monitor queues, schedule adherence, and staffing levels.
• Coordinate agent skill assignments and monitor real-time dashboards.
• Produce weekly/monthly adherence reports and variance analyses.
• Oversee attendance reporting and data integrity in WFM/payroll systems.
• Handle ad-hoc tasks to improve customer satisfaction and performance.
• Advise on hiring needs and scheduling based on forecasts and results.
• Collaborate with management to schedule training and meetings.

Skills

Forecasting

Scheduling

Real-Time Adherence

Excel & Data Analysis

Power BI/Tableau

Call Center Management

Communication

Education

Bachelor's degree in business management, math, statistics, economics

Tools

AWS Connect

Verint

NICE CXone

IEX

Genesys

Aspect WFM

Job description

Judi Health is seeking a Customer Care Workforce Management Analyst to drive real-time staffing decisions and intraday optimization for our hybrid call center environment.

You will manage queues, adherence, and forecasting for multiple regions, collaborating with management to align staffing with forecasted volumes and service levels. Strong analytical skills and Excel proficiency are essential.