Workforce Real-Time Associate

Progyny, Inc.•New York, NY

About The Position

Thank you for considering Progyny! The Workforce Real-Time Associate (RTA) plays a critical role within Progyny Operations, serving as the operational command center for the contact center. This role is responsible for monitoring real-time performance and taking immediate, data-driven actions to ensure service level agreements, response times, and operational efficiency targets are consistently met. The RTA partners closely with Workforce Planning, Operations Leadership, Supervisors, and Agents to proactively manage intraday staffing, mitigate performance risks, and respond to fluctuations in contact volume—all while maintaining an exceptional customer experience across all channels.

Requirements

2+ years of experience in Workforce Management, Contact Center Operations, or Real-Time Analytics
Strong working knowledge of contact center KPIs (Service Level, ASA, AHT, Occupancy, Adherence, etc.)
Experience working in fast-paced, real-time operations environments
Strong analytical and problem-solving skills with the ability to make sound, timely decisions
Excellent communication skills and the ability to collaborate across teams
Basic proficiency in Microsoft Excel
Willingness to work Monday–Friday, 1:00 PM – 10:00 PM EST
Please note: This is not a digital nomad or remote international position; candidates must be based in the United States.
Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

Responsibilities

Monitor real-time contact center KPIs, including Service Level, ASA, AHT, Call Volume, Queue Depth, Occupancy, and Abandonment Rate
Track intraday performance across inbound, outbound, and digital channels
Analyze real-time trends to anticipate performance risks and staffing needs throughout the shift
Execute intraday staffing adjustments to balance staffing capacity and service level performance
Reassign agents across queues or channels in response to volume fluctuations
Manage queue prioritization, skill configuration, and overflow routing strategies
Optimize staffing coverage by managing auxiliary states and offline activities
Monitor agent schedule adherence in real time and investigate out-of-adherence behavior
Partner with supervisors to address adherence gaps and ensure schedule compliance
Communicate real-time staffing changes and workforce recommendations to leadership and frontline teams
Identify operational risks and escalate issues to leadership as they arise
Coordinate escalation processes during high-volume or critical operational events (e.g., Code Red scenarios)
Provide ongoing real-time updates to leadership and operations on queue health and service level performance
Produce intraday performance reports and operational summaries
Document intraday decisions, actions, and escalation events
Monitor forecasted versus actual volume and performance
Recommend short-term staffing strategies to maintain or recover service levels
Partner with Workforce Planning to improve forecast accuracy and scheduling effectiveness

Benefits

Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs to help you grow professionally and a mentorship program
Company social events to include annual volunteer day and donation matching
Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office