Real-Time WFM Analyst - Contact Center & Ops

Blink Health; Pittsburgh (Allegheny County); On-site; USD 34,000 - 55,000; Full time

Benefits offered by this job

Onsite in Pittsburgh

Training during first month

Equal opportunity employer

Job summary

Blink Health in Pittsburgh is seeking a real-time Workforce Management Analyst to monitor call center and pharmacy operations, ensuring service levels through proactive staffing decisions.

The role requires analytical rigor and the ability to act quickly in a fast-paced environment. You will partner with Scheduling, Forecasting, and Operations while maintaining dashboards and documenting best practices.

Qualifications

• Experience with real-time workforce management in contact center or healthcare ops.
• Strong data analysis and ability to translate insights into actions.
• Familiar with WFM dashboards and real-time monitoring tools.

Responsibilities

• Monitor real-time performance across contact center and pharmacy operations.
• Identify intra-day staffing gaps and communicate risks to leadership.
• Execute real-time staffing adjustments to optimize coverage.
• Partner with Scheduling, Forecasting and Ops to align plans with reality.
• Maintain real-time dashboards and document processes.

Skills

WFM tools

Analytical skills

Excel/Sheets

SQL

Python

Tableau

Tools

Assembled

LivePerson

RxOs

Amazon Connect

Job description

Blink Health in Pittsburgh is seeking a real-time Workforce Management Analyst to monitor call center and pharmacy operations, ensuring service levels through proactive staffing decisions.

The role requires analytical rigor and the ability to act quickly in a fast-paced environment. You will partner with Scheduling, Forecasting, and Operations while maintaining dashboards and documenting best practices.