Business Operations Analyst
About The Position
Overview Job Title: Business Operations Analyst - Evening, Weekend & Holiday Coverage (24x7 Support) Reports To: Director, Call Center Operations Location: Remote Position Type: Full-Time (Non-Standard Hours) Workforce experience! 24x7 on call availability may be required. 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.
- Experience supporting high-touch or enterprise-level accounts is a plus.
- Bachelors preferred
- HS Diploma required
- Three years of related experience is required in one of the following areas: Operations, IT or Reporting.
Nice To Haves
- Self-starter with a proactive mindset.
- Calm under pressure and able to handle escalations professionally.
- Tech-savvy and adaptable to new tools and systems.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Hospitals
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
