Workforce Management Analyst, Utilization Management

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 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)

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 status 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 center's performance related to systemic tools
• Participate in activities, including ad-hoc tasks designed to improve customer satisfaction and business performance
• Advise 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

Required Qualifications

• ABachelor’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

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 re‑assign 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.

As set forth in Judi Health’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.