🛠 Tech Stack

💼 About This Role

You'll monitor real-time contact center and pharmacy performance using Assembled and Amazon Connect, ensuring service levels are met through proactive staffing adjustments. Your data-driven decisions will directly impact patient experience and operational efficiency. This role is ideal for a seasoned WFM Analyst who thrives in a fast-paced healthcare technology environment.

🎯 What You'll Do

• Monitor real-time contact center and pharmacy performance using WFM tools.
• Identify intra-day staffing gaps and execute real-time adjustments like queue reassignments or overtime.
• Maintain real-time tracking reports and dashboards for performance metrics.
• Escalate system outages, volume spikes, or staffing challenges and recommend mitigation strategies.

📋 Requirements

• Experience with WFM tools such as Assembled or similar platforms.
• Strong analytical skills with proficiency in Excel/Google Sheets.
• Ability to multitask and make quick decisions in a fast-paced environment.
• Excellent written and verbal communication skills.

✨ Nice to Have

• Experience with SQL, Python, or data visualization tools like Tableau.
• Background in contact center or pharmacy operations.

🎁 Benefits & Perks

• 🏥 Health insurance
• 💰 Competitive hourly wage
• 📈 Career growth opportunities
• ⏰ Full-time schedule
• 🏢 On-site work in Pittsburgh

📨 Hiring Process

Estimated timeline: 1-2 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/WFM Assessment· 60 min