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BlinkRx · 4 days ago

Workforce Real-Time Analyst -Entry Level, Onsite

Pittsburgh, PA

Full-time

Onsite

Entry Level

1+ years exp

Blink Health is the fastest growing healthcare technology company focused on making prescriptions accessible and affordable. The Workforce Real-Time Analyst will monitor and manage contact center performance, analyze staffing needs, and generate work schedules to optimize efficiency in a fast-paced environment.

AppsE-CommerceHealth CareOnline PortalsPharmaceutical

Responsibilities

Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels

Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals

Identify volume trends and averages on an intraday, weekly, monthly, etc. basis

Establish and maintain communications channels regarding events that impact contact center performance and workload

Communicate and recommend necessary adjustments to staffing based on changing/dynamic forecasts

Generate associate work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options that meet the business needs

Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals

Monitor trends and develop reporting on agent behavior or other ad hoc analyses

Maintain a high quality of work - Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times

Assists Supervisors and Workforce Management (WFM) staff in a broad range of assignments and projects

Qualification

RTA/WFM experienceAmazon ConnectGoogle SuiteAnalytical skillsCommunication skillsOrganizational skillsCreative thinking

Required

High School Diploma or GED

Minimum 1 year experience in an RTA/WFM or related role

Experience working in Amazon Connect, Live Person, Playvox, Assembled

Strong analytical, communication, and organizational skills

Knowledgeable of the Google Suite of applications

Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information

Maintains positive interactions with internal management, staff, and Business Process Outsourcing (BPO) partners

Works well with minimal supervision and with some latitude for self-directed action

Professional verbal, written, and remote communication skills