Workforce Management Analyst
US$63,000 – US$95,000 / yr base salary
Posted 4 Sep 2026
Advertised as “Workforce Management Analyst, Customer Care”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- Individual contributor
- Employment
- Hybrid
| Base salary | US$63,000 – US$95,000 / yr |
|---|
Field of studyBusiness Management, Economics, Mathematics, Statistics (or related)
Study levelBachelor's
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 Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single,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.