Workforce Management Real-Time Analyst
Core
Monitor real-time performance across contact center and pharmacy operations to ensure service levels are met through proactive staffing adjustments and data-driven decision-making.
Role type
Workforce Management Real-Time Analyst
Builds
Operational stability and service levels for patient contact centers and pharmacy operations
Domain
Healthcare operations / Contact center management
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, Staffing optimization, Queue management, Data analysis, Excel proficiency, Communication
Preferred skills
SQL, Python, Tableau, Assembled, LivePerson, RxOs, Amazon Connect
Responsibilities
Monitor real-time contact center and pharmacy performance; Identify and communicate intra-day staffing gaps; Execute real-time adjustments such as queue reassignments or overtime; Partner with Scheduling and Forecasting teams; Maintain real-time tracking reports and dashboards; Escalate system outages or volume spikes; Document real-time processes and playbooks.
Seniority
Mid-level, hands-on IC