Strategic Workforce Management Analyst

Triwill Group; New York, Northern (NY, KY); Hybrid; USD 63,000 - 90,000; Full time

Job summary

Judi Health is a health technology company delivering Unified Claims Processing™ for benefits administration and AI-powered care delivery. We seek a Workforce Management Analyst to partner with UM management and optimize real-time staffing, forecasting, and adherence across our NYC, Denver, and Charlotte offices.

You will monitor call volumes, manage schedules, and ensure data integrity in WFM systems while coordinating with training and payroll tools.

Qualifications

• A Bachelor’s degree in business management, math, statistics, economics, or related field is preferred but not required; Equivalent training and experience may be substituted and considered
• 5+ years of call center experience
• 3+ years of experience in a workforce management role desired
• Intermediate experience with Microsoft Excel utilizing formulas, v-Lookups, and pivot tables
• Focus on operations management experience including forecasting, scheduling, and real-time operations management
• Experience with Workforce Management tools like NICE inContact CXone, IEX, Genesys, Intradiem and/or Verint
• Utilize features such as Intraday Grid, Intraday Reforecasting, Real-Time Adherence, and proactive notifications & alerts
• Knowledge of call center fundamentals
• Good organizational skills and attention to detail are essential
• Must have strong analytical skills
• Adept at data collection, summarization and analysis of metrics
• Should have excellent problem solving and negotiation skills

Responsibilities

• The analyst partners with UM management and UM Work Force Manager to develop strategic and tactical approaches and action plans that result in superior customer service experiences
• Responsible for real-time monitoring, queue management and schedule adherence
• Actively manage volumes to ensure optimal staffing levels
• Facilitate agent skill assignment and monitor real-time ACD agent work state reports
• Monitor real-time adherence and provide weekly/monthly adherence adjustments and reporting
• Fill overtime and under time staffing levels within the daily schedule to align with forecast
• Coordinate with training for scheduling training opportunities during business hours
• Responsible for the completeness and accuracy of call center agent information housed in WFM and payroll tools
• Attend to email inquiries, schedule adjustment requests and ad-hoc tasks
• Responsible for daily/weekly/monthly attendance reporting
• First point of contact for WFM regarding system-related issues that impact production; Track and report issues and resolution
• Create accurate and timely reports that reflect the centers performance related to systemic tools
• Participate in activities, including ad-hoc tasks designed to improve customer satisfaction and business performance
• Advises hiring needs and business decisions based on forecasts and results
• Makes complex decisions while assessing risks that can impact level of the services we provide
• Works with members of the management team to ensure meetings and trainings are scheduled, while maintaining acceptable service levels
• Re-prioritizing daily tasks due to immediate actions that must be taken to ensure acceptable levels
• Develops and maintains historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence etc.…)
• Benchmarks other call centers for service level targets, technology, and call routing processes

Skills

Analytical skills

Problem solving

Data analysis

Forecasting

Scheduling

Real-time operations

Excel

Organizational skills

Negotiation

Data collection

Education

Bachelor’s degree

Tools

NICE inContact CXone

IEX

Genesys

Intradiem

Verint

Job description

Judi Health is a health technology company delivering Unified Claims Processing™ for benefits administration and AI-powered care delivery. We seek a Workforce Management Analyst to partner with UM management and optimize real-time staffing, forecasting, and adherence across our NYC, Denver, and Charlotte offices.

You will monitor call volumes, manage schedules, and ensure data integrity in WFM systems while coordinating with training and payroll tools.