Customer Service Real-time Analyst
Core
Drive real-time service reliability across customer-facing and clinical operations by converting queue data into workforce actions to protect access, responsiveness, and patient experience.
Role type
Senior IC real-time operations analyst (healthcare)
Builds
Operational resilience and service level compliance for a 503A/503B compounding pharmacy
Domain
Healthcare / Pharmaceutical Manufacturing / Workforce Management
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Queue surveillance, intraday recovery, risk escalation, skill alignment, schedule precision, capacity insight, root cause analysis, executive reporting, learning discipline
Preferred skills
AI tool utilization, strategic thinking, calm judgment under pressure
Technologies
AI-enabled alerting systems, AI-supported scenario analysis, AI-assisted modeling, AI-automated data preparation
Responsibilities
Monitor AHT, ASA, service level, occupancy, abandonment, and backlog across queues; Execute intraday workforce adjustments for call spikes or disruptions; Escalate operational blockers with evidence and recommendations; Coordinate dynamic re-skilling and skill mapping; Analyze adherence and staffing variance to optimize schedules; Create intraday dashboards and updates for operational leaders; Conduct root cause analysis for underperforming intervals; Document intraday actions and outcomes for continuous improvement.
