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. This individual will be responsible for monitoring real-time performance across the contact center and pharmacy operations, ensuring service levels are met through proactive staffing adjustments and data-driven decision-making.

This is an ideal opportunity for a seasoned WFM Analyst that is highly analytical, detail-oriented, and thrives in a fast-paced environment. The role requires strong problem-solving skills, adaptability, and the ability to make quick, informed decisions that impact both patient experience and operational efficiency.

This is an onsite position based within our Pittsburgh, PA.

Shift: 1pm-9pm M-F +Saturday/Sunday’s 9am-5pm (=40 hour week)

Training: 10am-6pm M-F (first month)

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.

Ensure adherence to schedules and communicate adherence concerns to leadership in a timely manner.

Workforce Management Real-Time Analyst

Responsibilities

Qualification

Required

Company

Blink Health

More roles at Blink Health