Workforce Management Analyst, Customer Care

<div class="content-intro"><h2><strong>About Judi Health</strong></h2> <p>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 Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single,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.<br><br>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 <span><a href="http://www.judi.health" target="_blank">www.judi.health</a></span>.</p></div><p><strong><u><span style="text-decoration: underline;">Location</span></u>:<em> </em></strong>Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)</p> <p style="text-align: left;"> </p> <p style="text-align: left;"><strong><span data-contrast="none">About the Role:</span></strong></p> <p style="text-align: left;"><span data-contrast="none">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.</span><span data-ccp-props="{}"> </span></p> <p> </p> <p><strong><span data-contrast="none"><span style="text-decoration: underline;">Position Responsibilities</span>:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">The Intraday Specialist partners with Call Center management to develop strategic and tactical approaches and action plans that result in superior customer service experience</span><span data-ccp-parastyle="Normal (Web)">s</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Responsible for real-time monitoring, queue management and schedule adherence</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Actively manage volumes to ensure optimal staffing levels</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Facilitate agent skill assignment and monitor real‐time ACD agent work state reports</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Monitor real-time adherence and provide weekly/monthly adherence adjustments and reporting</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Fill overtime and under time staffing levels within the daily schedule to align with forecast</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Coordinate with training for scheduling training opportunities during business hours</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Responsible for the completeness and accuracy of call center </span><span data-ccp-parastyle="Normal (Web)">agent </span><span data-ccp-parastyle="Normal (Web)">information housed in WFM </span><span data-ccp-parastyle="Normal (Web)">and payroll </span><span data-ccp-parastyle="Normal (Web)">tool</span><span data-ccp-parastyle="Normal (Web)">s.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Attend to email inquiries, schedule adjustment requests and ad</span><span data-ccp-parastyle="Normal (Web)">-</span><span data-ccp-parastyle="Normal (Web)">hoc tasks</span><span data-ccp-parastyle="Normal (Web)">.</span></span><span data-ccp-props="{"134233117":true,"134233118":true}"> </span></li> <li><span data-contrast="none"><span data-ccp-parastyle