Workforce Management Analyst, Utilization Management

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 Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single,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 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    Required Qualifications:  A Bachelor’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 USDDenver, CO Salary Range$69,600—$87,000 USDCharlotte, NC Salary Range$63,200—$79,000 USDAll 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 at https://www.judi.health/legal/privacy-policy.