Real Time Analyst (RTA) Manager | Onsite - Pittsburgh

Blink Health • Pittsburgh, PA

4d • Onsite

About The Position

The Patient Services Operations team is central in advancing our mission to provide affordable care and deliver exceptional patient experience. We are seeking a Real-Time Analyst (RTA) Manager to join our team. This player-coach role sits at the intersection of hands-on real-time operations and front-line people leadership — you'll keep our intraday performance on track while developing and managing a team of 6–8 Real-Time Analysts. You'll step into a team that has rapidly scaled, and bring sharper playbooks, stronger analytical capability, and a more consistent operating rhythm. This is an ideal opportunity for a seasoned Workforce Management expert who is highly analytical, thrives in a fast-paced environment, and is ready to lead a team while remaining close to the work. This is an onsite position based in our Pittsburgh, PA office.

Requirements

• 5+ years of experience in Workforce Management (WFM), with at least 1 year spent in an RTA position, and at least 3 years in a supervisory role.
• Demonstrated experience managing people through the full performance lifecycle — including coaching, formal reviews, and corrective action.
• Proficiency with WFM tools such as Assembled (preferred) or similar platforms.
• Strong analytical skills with proficiency in Excel or Google Sheets; experience with SQL, Python, or data visualization tools (e.g., Tableau) is a plus.
• Excellent written and verbal communication skills; able to translate real-time operational data into clear, timely recommendations for stakeholders at all levels.
• Proven ability to multitask, prioritize, and make sound decisions under pressure in a fast-paced environment.
• Detail-oriented, proactive, and highly adaptable with a strong sense of ownership and follow-through.

Nice To Haves

• Experience in healthcare, pharmacy operations, or a similarly regulated, high-volume contact center environment is a plus.

Responsibilities

• Lead, coach, and develop a team of 6–8 Real-Time Analysts, fostering a culture of accountability, continuous learning, and operational excellence.
• Own the full people management lifecycle for your team — including hiring, onboarding, performance reviews, and when necessary, performance improvement plans (PIPs) and disciplinary actions.
• Set clear performance expectations, provide regular feedback, and conduct structured 1:1s to support each analyst's growth and effectiveness.
• Serve as a point of escalation and decision-maker for your team during high-pressure intraday situations.
• Identify skill gaps across the team and build or source training to close them.
• Remain a hands-on operator: monitor real-time pharmacy performance using Assembled, RxOS, and custom dashboards — including service levels, queue volumes, and agent adherence.
• Identify and communicate intraday staffing gaps, risks, and opportunities to operations leadership; execute adjustments such as labor reallocations, break/lunch changes, overtime, or VTO.
• Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between planned and actual staffing needs.
• Maintain real-time tracking reports and dashboards that provide visibility into performance metrics and operational health.
• Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation strategies.
• Ensure schedule adherence across the team and communicate concerns to leadership in a timely manner.
• Own and evolve the team's real-time playbooks, SOPs, and best practices to ensure consistent, high-quality execution across all analysts.
• Identify operational trends and drive process or workflow enhancements that improve service levels, efficiency, or analyst effectiveness.
• Represent the RTA function in daily and weekly operational reviews, delivering clear, actionable insights on performance drivers and variances.
• Champion a culture of documentation and knowledge-sharing so institutional knowledge is accessible and not siloed.

Benefits

• We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed