Workforce Management Real-Time Analyst

Blink Health•Pittsburgh, PA

2d•Onsite

About The Position

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us! The Opportunity 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.

Requirements

Experience with WFM tools such as Assembled (preferred) or similar platforms.
Strong analytical skills with proficiency in Excel/Google Sheets; experience with SQL, Python, or data visualization tools (e.g. Tableau) is a plus.
Excellent written and verbal communication skills; 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, and highly adaptable with a strong sense of ownership.

Responsibilities

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.
Document real-time processes, playbooks, and best practices for consistent execution.
Support continuous improvement efforts by identifying trends and recommending process or workflow enhancements.
Participate in daily and weekly operational reviews to provide insights on performance drivers and variances.