Workforce Management Analyst - Customer Care

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