Workforce Management Analyst, Utilization Management

Workforce Management Analyst, Utilization ManagementCharlotte, North Carolina, United States; Denver, Colorado, United States; New York, New York, United StatesAbout Judi HealthJudi 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 Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single,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.Location: Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)ResponsibilitiesThe 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 experiencesResponsible for real-time monitoring, queue management and schedule adherenceActively manage volumes to ensure optimal staffing levelsFacilitate agent skill assignment and monitor real-time ACD agent work state reportsMonitor real-time adherence and provide weekly/monthly adherence adjustments and reportingFill overtime and under time staffing levels within the daily schedule to align with forecastCoordinate with training for scheduling training opportunities during business hoursResponsible for the completeness and accuracy of call center agent information housed in WFM and payroll toolsAttend to email inquiries, schedule adjustment requests and ad-hoc tasksResponsible for daily/weekly/monthly attendance reportingFirst point of contact for WFM regarding system-related issues that impact production; Track and report issues and resolutionCreate accurate and timely reports that reflect the centers performance related to systemic toolsParticipate in activities, including ad-hoc tasks designed to improve customer satisfaction and business performanceAdvises hiring needs and business decisions based on forecasts and resultsMakes complex decisions while assessing risks that can impact level of the services we provideWorks with members of the management team to ensure meetings and trainings are scheduled, while maintaining acceptable service levelsRe-prioritizing daily tasks due to immediate actions that must be taken to ensure acceptable levelsDevelops 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 processesRequired QualificationsA 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 considered5+ years of call center experience3+ years of experience in a workforce management role desiredIntermediate experience with Microsoft Excel utilizing formulas, v-Lookups, and pivot tablesFocus on operations management experience including forecasting, scheduling, and real-time operations managementExperience with Workforce Management tools like NICE inContact CXone, IEX, Genesys, Intradiem and/or VerintUtilize features such as Intraday Grid, Intraday Reforecasting, Real-Time Adherence, and proactive notifications & alertsKnowledge of call center fundamentalsGood organizational skills and attention to detail are essentialMust have strong analytical skillsAdept at data collection, summarization and analysis of metricsShould have excellent problem solving and negotiation skillsNew 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.