Workforce Management Real-Time Analyst

Workforce Management Real-Time AnalystThe 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.This is an onsite position based within our Pittsburgh, PA.Shift: 1pm-9pm M-F +Saturday/Sunday's 9am-5pm (=40 hour week)Training: 10am-6pm M-F (first month)ResponsibilitiesMonitor 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.QualificationsExperience 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.Why Join Us:It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers. 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.