Workforce Management Analyst, Customer Care

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

Job summary

Judi Health is seeking a Customer Care Workforce Management Analyst to drive real-time staffing decisions and intraday optimization for our hybrid call center environment.

You will manage queues, adherence, and forecasting for multiple regions, collaborating with management to align staffing with forecasted volumes and service levels. Strong analytical skills and Excel proficiency are essential.

Qualifications

• Bachelor's degree preferred but not required; equivalent experience considered.
• 5+ years of call center experience.
• 5+ years in workforce management roles.
• Experience forecasting, scheduling and real-time operations management.
• Proficient with Excel; familiarity with data visualization tools (Power BI, Tableau).
• Knowledge of call center fundamentals and staffing metrics.

Responsibilities

• Real-time and intraday management of call center resources to meet service levels.
• Monitor queues, schedule adherence, and staffing levels.
• Coordinate agent skill assignments and monitor real-time dashboards.
• Produce weekly/monthly adherence reports and variance analyses.
• Oversee attendance reporting and data integrity in WFM/payroll systems.
• Handle ad-hoc tasks to improve customer satisfaction and performance.
• Advise on hiring needs and scheduling based on forecasts and results.
• Collaborate with management to schedule training and meetings.

Skills

Forecasting

Scheduling

Real-Time Adherence

Excel & Data Analysis

Power BI/Tableau

Call Center Management

Communication

Education

Bachelor's degree in business management, math, statistics, economics

Tools

AWS Connect

Verint

NICE CXone

IEX

Genesys

Aspect WFM

Job description

About Judi Health

Judi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels.

At Judi Health, we're deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care. To learn more, visit www.judi.health.

Location

Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)

About the Role

The Customer Care Workforce Management Analyst is responsible for real-time and/or intraday management of resources to ensure consistency in Service Level performance and improve the call experience for potential enrollees, members, clients, providers, brokers, and other Judi Rx users.

Position Responsibilities

• The Intraday Specialist partners with Call Center management to develop strategic and tactical approaches and action plans that result in superior customer service experience s.
• 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 tool s.
• Attend to email inquiries, schedule adjustment requests and ad-hoc tasks.
• Responsible for daily/we eekly/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.

Qualifications / Profile

• A Bachelor's degree 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
• 5+ years of experience in a workforce management role desired
• Focus on operations management experience including forecasting, scheduling and real-time operations management
• Experience with Workforce Management tools like AWS Connect,Verint,NICE,CXone,IEX,Genesys,Aspect WFM.
• Utilize features such as Intraday Grid, Intraday Reforecasting, Real-Time Adherence, and proactive notifications & alerts
• Must be proficient with excel formulas, pivot tables, etc. and familiarity with data visualization tools such as Power BI, Tableau
• Knowledge of call center fundamentals.
• Good organizational skills and attention to detail are essential.
• Must have strong analytical and time management skills
• Adept at data collection, summarization and analysis of metrics
• Should have excellent problem-solving and negotiation skills.

New York, NY Salary Range

$76,000—$95,000 USD

Denver, CO Salary Range

$69,600—$87,000 USD

Charlotte, NC Salary Range

$63,200—$79,000 USD

All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Judi Health. More details about Judi Health's privacy practices can be found athttps://www.judi.health/legal/privacy-policy.