Judi Health

Unified claims processing for health benefits

Workforce Management Analyst - Customer Care

Customer Experience & SupportConfirmed live in the last 24 hours

Full-time$63.2k - $95k

About the Job

Requirements

A bachelor's degree in business management, math, statistics, economics, or a related field is preferred but not required; equivalent training and experience may be substituted and considered.
Five or more years of call center experience.
Five or more years of experience in a workforce management role is desired.
Experience in operations management, including forecasting, scheduling, and real-time operations management.
Experience with workforce management tools such as AWS Connect, Verint, NICE, CXone, IEX, Genesys, and Aspect WFM.
Ability to use Intraday Grid, Intraday Reforecasting, Real-Time Adherence, and proactive notifications and alerts.
Proficiency with Excel formulas and pivot tables, and familiarity with data visualization tools such as Power BI and Tableau.
Knowledge of call center fundamentals.
Organizational skills and attention to detail.
Strong analytical and time management skills.
Ability to collect, summarize, and analyze metrics.
Problem-solving and negotiation skills.

Responsibilities

Partner with call center management to develop strategic and tactical approaches and action plans that result in strong customer service experiences.
Monitor operations in real time, manage queues, and track schedule adherence.
Manage call volumes to ensure optimal staffing levels.
Facilitate agent skill assignments and monitor real-time ACD agent work-state reports.
Monitor real-time adherence and provide weekly and monthly adherence adjustments and reporting.
Fill overtime and undertime staffing levels within the daily schedule to align with the forecast.
Coordinate with training to schedule training opportunities during business hours.
Maintain complete and accurate call center agent information in workforce management and payroll tools.
Respond to email inquiries and schedule adjustment requests, and complete ad hoc tasks.
Prepare daily, weekly, and monthly attendance reports.
Serve as the first point of contact for workforce management system-related issues that impact production; track and report issues and their resolution.
Create accurate and timely reports on center performance related to systemic tools.
Participate in ad hoc activities designed to improve customer satisfaction and business performance.
Advise on hiring needs and business decisions based on forecasts and results.
Make complex decisions while assessing risks that may affect service levels.
Work with management team members to schedule meetings and training while maintaining acceptable service levels.
Reprioritize daily tasks to take immediate actions needed to maintain acceptable service levels.
Develop and maintain historical data on absenteeism, attrition, management investment, call volume, productivity, service-level performance, and staffing adherence.
Benchmark other call centers for service-level targets, technology, and call-routing processes.

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)

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 andtime managementskills
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.

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 athttps://www.judi.health/legal/privacy-policy.

New York, NY Salary Range 76000 - 95000 USD
Denver, CO Salary Range 69600 - 87000 USD
Charlotte, NC Salary Range 63200 - 79000 USD

About the Company

Judi Health

Unified claims processing for health benefits

Judi Health is a New York health tech and benefits administrator serving employers, unions, health plans, and government entities, with three brands: Judi Rx, a transparent pass-through PBM; Judi Care, which handles medical, dental, and vision benefits and care navigation; and Judi Cloud, which licenses the platform to health plans and TPAs. Its core product is the Judi platform, a Unified Claims Processing system that brings pharmacy and medical claims onto a single cloud with AI-enabled workflows to adjudicate benefits. The company differentiates itself with price transparency through flat fees and a single, unified platform that reduces fragmentation, pursuing growth without acquisitions. Its goal is to simplify and lower the cost of health benefits administration and scale across commercial, Medicare, and Medicaid by licensing the platform and offering care services.

Company size: 501-1,000
Company stage: Series F
Total funding: $585M
Headquarters: New York City, New York
Founded: 2017

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