Strategic Workforce Planning Analyst

Judi Health; Charlotte, Denver, New York (NC, CO, NY); Hybrid; USD 63,000 - 79,000; Full time

Job summary

Judi Health in Charlotte, NC is seeking a Workforce Management Analyst to partner with UM management to strengthen staffing, forecasting, and real-time operations across our hybrid call center.

You will monitor queues, manage adherence, develop reports, and support scheduling, data integrity, and process improvements to drive service levels. The role requires 5+ years of call center experience and WFM tool proficiency.

Qualifications

• Bachelor's degree preferred but not required; equivalent training/experience may be substituted
• 5+ years of call center experience
• 3+ years in a workforce management role
• Intermediate Excel skills (formulas, v-lookups, pivot tables)
• Forecasting, scheduling, and real-time operations management experience
• Experience with WFM tools: NICE inContact CXone, IEX, Genesys, Intradiem, Verint
• Knowledge of call center fundamentals
• Strong organizational skills and attention to detail
• Strong analytical and data-analysis capabilities
• Ability to collect, summarize, and analyze metrics and negotiate effectively

Responsibilities

• Partner with UM management to develop staffing plans and action steps for superior service
• Monitor real-time queues, schedule adherence, and effort to optimize staffing
• Manage volumes to maintain optimal staffing levels
• Coordinate agent skill assignments and monitor real-time statuses
• Provide weekly/monthly adherence reports and adjustments
• Fill overtime and under-time to align with forecasts
• Coordinate scheduling training opportunities during business hours
• Ensure accuracy of agent data in WFM and payroll systems
• Respond to emails, adjust schedules, and handle ad-hoc tasks
• Produce daily/weekly/monthly attendance reports
• Serve as first point of contact for system issues impacting production
• Create reports reflecting system performance for the call center
• Participate in initiatives to improve customer satisfaction and performance
• Advise on hiring needs based on forecasts and results
• Schedule meetings/trainings with management and maintain service levels
• Re-prioritize daily tasks to meet urgent needs
• Maintain historical data on absenteeism, attrition, staffing, etc.
• Benchmark other centers for service levels and routing processes

Skills

Analytical skills

Problem solving

Data collection & analysis

Attention to detail

Organizational skills

Negotiation skills

Communication skills

Microsoft Excel

Education

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

Tools

NICE inContact CXone

IEX

Genesys

Intradiem

Verint

Job description

Judi Health in Charlotte, NC is seeking a Workforce Management Analyst to partner with UM management to strengthen staffing, forecasting, and real-time operations across our hybrid call center.

You will monitor queues, manage adherence, develop reports, and support scheduling, data integrity, and process improvements to drive service levels. The role requires 5+ years of call center experience and WFM tool proficiency.