Workforce Management Real-Time Analyst

Blink Health•Pittsburgh, PA

18h•Onsite

About The Position

The Workforce Management Real-Time Analyst joins Blink Health’s Patient Services Operations team, within Operational Excellence, to monitor real-time performance across contact center and pharmacy operations. The role ensures service levels are met through proactive staffing adjustments and data-driven decision-making. It calls for an analytical, detail-oriented, adaptable professional who can make quick decisions in a fast-paced environment and help balance patient experience with operational efficiency. This is an onsite position in Pittsburgh, Pennsylvania. The regular schedule is 1 p.m.–9 p.m. Monday through Friday, plus 9 a.m.–5 p.m. Saturday and Sunday, for a 40-hour week. Training during the first month is 10 a.m.–6 p.m. Monday through Friday.

Requirements

Experience with workforce management tools such as Assembled or similar platforms.
Strong analytical skills.
Proficiency in Excel or Google Sheets.
Excellent written and verbal communication skills, including the ability to clearly communicate real-time insights and recommendations to stakeholders.
Ability to multitask, prioritize, and make quick decisions in a fast-paced, high-pressure environment.
Detail-oriented, proactive, highly adaptable, and demonstrates a strong sense of ownership.

Nice To Haves

Experience with Assembled (preferred).
Experience with SQL, Python, or data visualization tools such as Tableau.

Responsibilities

Monitor real-time contact center and pharmacy performance using Assembled, LivePerson, RxOs, and Amazon Connect, including service levels, queue volumes, and agent adherence.
Identify and communicate intra-day staffing gaps, risks, and opportunities to operations leadership.
Make real-time staffing adjustments, including queue reassignments, break and lunch changes, overtime, or voluntary time off (VTO).
Partner with Scheduling, Forecasting, and Operations teams to align 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, and staffing challenges, and recommend mitigation strategies.
Monitor schedule adherence and communicate concerns to leadership promptly.
Document real-time processes, playbooks, and best practices.
Support continuous improvement by identifying trends and recommending process or workflow enhancements.
Participate in daily and weekly operational reviews and provide insights on performance drivers and variances.