Real-Time WFM Analyst - Healthcare Ops

Blink Health LLc; Pittsburgh (Allegheny County); On-site; USD 70,000 - 100,000; Full time

Job summary

Blink Health is seeking a seasoned Workforce Management Real-Time Analyst to join our Operational Excellence team in Pittsburgh, PA. You will monitor real-time performance across the contact center and pharmacy operations, making proactive staffing adjustments to meet service levels.

This onsite role requires strong analytical skills, experience with WFM tools, and the ability to communicate insights to leadership.

Qualifications

• Experience 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.

Responsibilities

• Monitor real-time contact center and pharmacy performance using Assembled, LivePerson, RxOs and Amazon Connect.
• 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.

Skills

Strong analytical skills

Excellent written and verbal (oral)

multitask & prioritization

ownership & detail‑oriented

Tools

Assembled

SQL

Python

Tableau

Excel/Google Sheets

Job description

Blink Health is seeking a seasoned Workforce Management Real-Time Analyst to join our Operational Excellence team in Pittsburgh, PA. You will monitor real-time performance across the contact center and pharmacy operations, making proactive staffing adjustments to meet service levels.

This onsite role requires strong analytical skills, experience with WFM tools, and the ability to communicate insights to leadership.