Real-Time WFM Analyst: Forecasting, Scheduling & Insights

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

Job summary

Judi Health seeks a Workforce Management Analyst to partner with UM management and drive strategic staffing and forecasting decisions. You will monitor queues, manage real-time adherence, and coordinate scheduling to meet forecasted demand.

The role emphasizes data-driven analysis, reporting accuracy, and collaboration with training and management to optimize customer service outcomes in a hybrid environment across multiple offices.

Qualifications

• Bachelor's degree preferred but not required; equivalent training and experience may be substituted.
• 5+ years of call center experience.
• 3+ years in workforce management with forecasting, scheduling and real-time operations.

Responsibilities

• Develop strategic and tactical approaches to improve customer service experiences.
• Monitor real-time queues, handling schedule adherence and staffing levels.
• Create accurate reports reflecting center performance and system tools.

Skills

Strong analytical skills

Attention to detail

Problem solving

Negotiation skills

Data collection & analysis

Excellent organization

Education

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

Equivalent training and experience

Tools

NICE inContact CXone

IEX

Genesys

Intradiem/Verint

Job description

Judi Health seeks a Workforce Management Analyst to partner with UM management and drive strategic staffing and forecasting decisions. You will monitor queues, manage real-time adherence, and coordinate scheduling to meet forecasted demand.

The role emphasizes data-driven analysis, reporting accuracy, and collaboration with training and management to optimize customer service outcomes in a hybrid environment across multiple offices.