Real-Time Workforce Analytics Analyst

Transformcap; Colorado; Hybrid; USD 63,000 - 95,000; Full time

Job summary

Judi Health is seeking a Workforce Management Analyst to optimize call center staffing, forecasting and real-time operations across our hybrid locations in NYC, Denver, and Charlotte. You will partner with UM management to ensure exceptional customer service and efficient scheduling.

The role requires 5+ years in call centers and 3+ years in workforce management, with strong Excel skills and experience with WFM tools (NICE CXone, IEX, Genesys, Intradiem or Verint).

Qualifications

• Bachelor’s degree or equivalent training/experience may be substituted.
• 5+ years of call center experience.
• 3+ years in a workforce management role.
• Excel experience with formulas, v-Lookups, and pivot tables.
• Forecasting, scheduling and real-time operations management.

Responsibilities

• Develop strategic and tactical approaches with UM management for superior customer service experiences.
• Monitor queues, scheduling adherence and real-time staffing to optimize volumes.
• Coordinate with training for scheduling opportunities during business hours.
• Maintain accuracy of WFM data in payroll tools and systems.
• Produce reports on center performance and system tools and contribute to continuous improvement.

Skills

Forecasting

Scheduling

Real-time operations

Excel

Analytical skills

Problem solving

Education

Bachelor’s degree or equivalent

Tools

NICE inContact CXone

IEX

Genesys

Intradiem

Verint

Job description

Judi Health is seeking a Workforce Management Analyst to optimize call center staffing, forecasting and real-time operations across our hybrid locations in NYC, Denver, and Charlotte. You will partner with UM management to ensure exceptional customer service and efficient scheduling.

The role requires 5+ years in call centers and 3+ years in workforce management, with strong Excel skills and experience with WFM tools (NICE CXone, IEX, Genesys, Intradiem or Verint).