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 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.
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.
