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 Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing architecture, seamlessly consolidating pharmacy and medical benefit administration on a single,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 (Use the "Apply for this Job" box below)..

Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)

• 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 serviceexperiences
• Responsible for real-time monitoring, queuemanagementand schedule adherence
• Actively manage volumes to ensureoptimalstaffinglevels
• Facilitate agent skill assignment andmonitorreal-time ACD agent work statereports
• 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 withforecast
• 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 payrolltools
• Attend to email inquiries, schedule adjustment requests and ad-hoctasks
• Responsible for daily/weekly/monthly attendance reporting
• First point of contact for WFMregardingsystem-related issues that impact production;
  Track and report issues and resolution
• Createaccurateandtimelyreports that reflect the centers performance related to systemictools
• Participate in activities, including ad-hoc tasks designed to improve customer satisfaction and business performance
• Adviseshiring needs and business decisions based on forecasts and results
• Makes complex decisions while assessing risks that canimpactlevel of the services weprovide
• Works with members of the management team to ensure meetings and trainings are scheduled, whilemaintainingacceptable service levels
• Re-prioritizing daily tasks due to immediate actions that must be taken to ensure acceptable levels
• Develops andmaintainshistorical 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

• ABachelor'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 Excelutilizingformulas, v-Lookups, and pivottables
• Focus on operations management experience including forecasting, scheduling, and real-time operations management
• Experience with Workforce Management tools like NICE inContactCXone, IEX,Genesys,Intradiemand/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…