Intraday Workforce Management Analyst — Customer Care

Triwill Group; New York, Northern (NY, KY); Hybrid; USD 76,000 - 95,000; Full time

Job summary

Judi Health is seeking a Customer Care Workforce Management Analyst to drive real-time staffing for our enrollment and care teams. You will partner with Call Center leadership to maintain service levels, monitor queues, and ensure schedule adherence across sites in New York, Denver, and Charlotte.

The role requires 5+ years in call centers and workforce management, with expertise in WFM tools and data visualization. A hybrid work model and competitive salary are offered.

Qualifications

• Bachelor’s degree preferred but not required; equivalent experience considered.
• 5+ years of call center experience.
• 5+ years of experience in a workforce management role.
• Forecasting, scheduling and real-time operations management experience.
• Experience with Workforce Management tools like AWS Connect, Verint, NICE, CXone, IEX, Genesys, Aspect WFM.
• Proficiency with Excel formulas, pivot tables; familiarity with Power BI/Tableau.

Responsibilities

• Real-time and intraday management of resources to ensure service levels and call experience.
• Monitor queues, schedule adherence, and intraday staffing.
• Manage volumes to align with forecast and staffing.
• Coordinate with training on scheduling opportunities.
• Maintain accuracy of WFM data in systems and payroll tools.
• Generate reports on center performance and adherence.
• Provide adhoc tasks and support process improvements.
• Advise on hiring needs based on forecasts and results.

Skills

Call center experience

Forecasting

Scheduling

Real-time ops

Excel

Power BI/Tableau

Data analysis

Attention to detail

Problem solving

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 is seeking a Customer Care Workforce Management Analyst to drive real-time staffing for our enrollment and care teams. You will partner with Call Center leadership to maintain service levels, monitor queues, and ensure schedule adherence across sites in New York, Denver, and Charlotte.

The role requires 5+ years in call centers and workforce management, with expertise in WFM tools and data visualization. A hybrid work model and competitive salary are offered.