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Operations
Workforce Management Real-Time Analyst
Blink Health Pittsburgh, PA Posted yesterday
About the role
The Patient Services Operations team is central in advancing our mission to provide affordable care and deliver exceptional patient experience. We are seeking a Workforce Management Real-Time Analyst to join our Operational Excellence team.
What you'll do
- Monitor real-time contact center and pharmacy performance using Assembled, LivePerson, RxOs and Amazon Connect. This includes service levels, queue volumes, and agent adherence.
- Identify and communicate intra-day staffing gaps, risks, and opportunities to operations leadership.
- Execute real-time adjustments such as queue reassignments, break/lunch changes, overtime, or voluntary time off (VTO) to optimize staffing levels.
- Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between planned and actual staffing needs.
- Maintain real-time tracking reports and dashboards to provide visibility into performance metrics and operational health.
- Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation strategies.
What you'll need
Blink Health lists the full requirements on its posting.