Judi Health
Workforce Management Analyst, Customer Care
$63K–$95K
Charlotte, North Carolina, United States +5 · Full-time · Posted Sep 4, 2026
- Location
- Charlotte, North Carolina, United States
Denver, Colorado, United States
New York, New York, United States
Charlotte, North Carolina, United States
Denver, Colorado, United States
New York, New York, United States - Experience
- 5+ years of call center experience; 5+ years of workforce management experience desired.
- Education
- Bachelor’s degree in business management, math, statistics, economics, or related field preferred but not required; equivalent training and experience may be substituted and considered.
About the job
Manages real-time call center staffing, schedules, and service levels, using workforce data and reporting to support customer care operations.
What you'll do
- Monitor queues, agent adherence, workloads, and staffing in real time; adjust resources to maintain service levels.
- Coordinate schedules for overtime, training, meetings, and staffing changes, and respond to WFM-related production issues.
- Prepare attendance, adherence, and performance reports; maintain historical data and advise on hiring and operational decisions.
What they ask for
- 5+ years of call center experience.
- Operations management experience covering forecasting, scheduling, and real-time operations management.
- Experience with workforce management tools and features such as intraday reforecasting and real-time adherence.
- Proficiency with Excel formulas and pivot tables; knowledge of call center fundamentals.
Nice to have
- 5+ years of experience in a workforce management role desired.
- Bachelor’s degree in business management, math, statistics, economics, or a related field; equivalent training and experience may be substituted and considered.
Pay
$76,000 — $95,000 USD (base salary); $69,600 — $87,000 USD (base salary); $63,200 — $79,000 USD (base salary)
Tools
AWS Connect, Verint, NICE, CXone, IEX, Genesys, Aspect WFM, Excel
Model-written summary · the original posting is authoritative