Workforce Management Real-Time Analyst

Blink Health•Pittsburgh, PA

1d•Onsite

About The Position

Blink Health is seeking a Workforce Management Real-Time Analyst for its Patient Services Operations team and Operational Excellence team. The analyst will monitor real-time performance across contact center and pharmacy operations and help ensure service levels are met through proactive staffing adjustments and data-driven decisions. This role suits a seasoned WFM analyst who is analytical, detail-oriented, adaptable, and able to make timely decisions that affect patient experience and 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 is scheduled 10 a.m.–6 p.m. Monday through Friday during the first month.

Requirements

Experience with workforce management tools such as Assembled or similar platforms.
Strong analytical skills and proficiency in Excel or Google Sheets.
Excellent written and verbal communication skills, including the ability to communicate real-time insights and recommendations clearly 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.

Nice To Haves

Experience with Assembled is 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 adjustments, such as queue reassignments, break and lunch changes, overtime, or voluntary time off, to optimize staffing.
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.
Identify trends and recommend process or workflow improvements as part of continuous improvement efforts.
Participate in daily and weekly operational reviews and provide insights on performance drivers and variances.