Workforce Management, Business Operations Analyst

Sentara Hospitals•Norfolk, VA

16h•$49•Remote

About The Position

We are seeking a dedicated and flexible Business Operations Analyst to provide critical off-hours support for a high priority 24x7 account. This role complements our existing daytime coverage and ensures seamless customer service during evenings, nights, and weekends.

Requirements

2+ years of experience in workforce management or call center operations required.
Comfortable working independently during off-hours.
Strong communication and problem-solving skills.
Ability to manage multiple tasks and prioritize effectively.
Familiarity with NICE WFM (NICE IEX), Epic, CMS, ISSup, QGenda & Webstation.
Three years of related experience is required in one of the following areas: Operations, IT or Reporting.
Must have strong workforce management experience required
HS Diploma required

Nice To Haves

Experience supporting high-touch or enterprise-level accounts is a plus.
Self-starter with a proactive mindset.
Calm under pressure and able to handle escalations professionally.
Tech-savvy and adaptable to new tools and systems.
Bachelors preferred

Responsibilities

Provide responsive and professional customer support during non-business hours (evenings, nights, weekends, holidays).
Monitor and respond to incoming inquiries via phone, email, and chat.
Escalate urgent issues according to established protocols.
Document interactions and resolutions accurately.
Collaborate with daytime staff to ensure continuity of service and knowledge transfer.
Participate in on-call rotations as needed to maintain 24x7 coverage.
Identify and report recurring issues or trends to improve service delivery.

Benefits

Medical, Dental, Vision plans
Adoption, Fertility and Surrogacy Reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long-Term, Short-Term Disability, and Critical Illness plans
Life Insurance
401k/403B with Employer Match
Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down – $10,000
Reimbursement for certifications and free access to complete CEUs and professional development
Pet Insurance
Legal Resources Plan
Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.