Workforce Management Analyst, Utilization Management

Capital Rx; Charlotte (NC); 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 in developing strategic staffing plans and action plans that deliver superior customer service experiences. You will monitor real-time queues, adherence, scheduling, and staffing levels across the center using industry-leading tools.

The role requires strong analytical skills, experience in forecasting and scheduling, and the ability to produce timely reports.

Qualifications

• Bachelor's degree preferred but not required; equivalent training/experience considered.
• 5+ years of call center experience.
• 3+ years in workforce management role.
• Excel proficiency with formulas, v-lookups and pivot tables.
• Experience with forecasting, scheduling and real-time operations management.
• Knowledge of workforce management tools: NICE inContact CXone, IEX, Genesys, Intradiem and/or Verint.

Responsibilities

• Develop strategic and tactical approaches to improve customer service experiences.
• Real-time monitoring, queue management and schedule adherence.
• Manage volumes to ensure optimal staffing levels.
• Produce accurate reports reflecting center performance and tool usage.
• Forecast staffing needs and coordinate training opportunities during business hours.

Skills

Analytical skills

Data collection & analysis

Forecasting

Scheduling

Real-time operations

Problem solving

Education

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

Tools

NICE inContact CXone

IEX

Genesys

Intradiem

Verint

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 Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing architecture, seamlessly consolidating pharmacy and medical benefit administration on a single,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)

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 serviceexperiences
• Responsible for real-time monitoring, queuemanagementand schedule adherence
• Actively manage volumes to ensureoptimalstaffinglevels
• Facilitate agent skill assignment andmonitorreal-time ACD agent work statereports
• Monitor real-time adherence and provide weekly/monthly adherence adjustments andreporting
• Fill overtime and under time staffing levels within the daily schedule to align withforecast
• 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 payrolltools
• Attend to email inquiries, schedule adjustment requests and ad-hoctasks
• Responsible for daily/weekly/monthly attendance reporting
• First point of contact for WFMregardingsystem-related issues that impact production; Track and report issues and resolution
• Createaccurateandtimelyreports that reflect the centers performance related to systemictools
• Participate in activities, including ad-hoc tasks designed to improve customer satisfaction and businessperformance
• Adviseshiring needs and business decisions based on forecasts andresults
• Makes complex decisions while assessing risks that canimpactlevel of the services weprovide
• Works with members of the management team to ensure meetings and trainings are scheduled, whilemaintainingacceptable service levels
• Re-prioritizing daily tasks due to immediate actions that must be taken to ensure acceptablelevels
• Develops andmaintainshistorical 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 notrequired; 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 Excelutilizingformulas, v-Lookups, and pivottables
• Focus on operations management experience including forecasting, scheduling, and real-time operationsmanagement
• Experience with Workforce Management tools like NICE inContactCXone, IEX,Genesys,Intradiemand/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 areessential
• Must have strong analyticalskills
• Adept at data collection,summarizationand analysis of metrics
• Should have excellent problem solving and negotiationskills

Salary

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.