Workforce Management Analyst, Customer Care

Judi Health • Charlotte, NC

41d • Hybrid

About The Position

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. The Intraday Specialist partners with Call Center management 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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree