Customer Service Real-time Analyst

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. The Real-Time Analyst drives real-time service reliability across customer-facing and clinical operations by converting queue data into workforce actions that protect access, responsiveness, and patient experience.

Responsibilities:

• Queue Surveillance: Continuously monitor Average Handle Time (AHT), Average Speed of Answer (ASA), service level, occupancy, abandonment, backlog, and adherence across customer-facing and clinical queues. Use AI-enabled alerts and pattern detection to identify emerging risk early, distinguish signal from noise, and prioritize intervention. Maintain ownership of interval performance, validate data integrity, and communicate material deviations quickly so leaders can protect access, productivity, and patient experience without compromising compliance, quality standards, or operational control
• Intraday Recovery: Execute disciplined intraday workforce adjustments when call spikes, absenteeism, outages, demand shifts, or process disruptions threaten service commitments. Apply AI-supported scenario analysis to compare staffing moves, break changes, overtime, offline work, and routing options before recommending action. Balance recovery speed with employee sustainability, regulatory requirements, and operational controls. Track decisions, confirm implementation, and measure whether interventions restore performance within agreed thresholds across impacted queues, channels, and business priorities
• Risk Escalation: Recognize when queue deterioration reflects broader operational blockers, technology failures, capacity constraints, or clinical dependencies, then escalate with concise evidence and recommended next steps. Use AI to synthesize interval data, recent actions, and likely drivers into decision-ready summaries. Clearly communicate severity, impact, ownership, and timing while avoiding unnecessary escalation. Remain accountable through resolution by validating recovery and documenting residual risk after operational stabilization
• Skill Alignment: Coordinate dynamic re-skilling and skill mapping to align available agents with forecast demand, service priorities, and queue complexity. Use AI-assisted modeling to identify coverage gaps, evaluate transfer impacts, and recommend optimal deployment of capacity. Ensure routing changes comply with training, authorization, and quality requirements within Empower's regulated environment. Partner with operations to implement adjustments, monitor downstream effects, and refine assignments as demand patterns evolve throughout the day
• Schedule Precision: Analyze adherence, shrinkage, staffing variance, and interval coverage to identify where schedules no longer match actual demand. Use AI to accelerate variance analysis, identify recurring patterns, and improve recommendations for breaks, lunches, meetings, coaching, and offline activities. Coordinate practical adjustments with leaders while minimizing operational disruption. Document rationale, approvals, and outcomes to strengthen future scheduling decisions through continuous organizational learning
• Capacity Insight: Translate real-time and near-term queue conditions into a clear understanding of capacity, constraints, and operational tradeoffs. Combine workforce forecasts, actual volume, handling patterns, backlog, and staffing availability while using AI to test assumptions and identify emerging pressure points. Advise leaders on where capacity should shift, where demand should be deferred, and where risk must be accepted. Ensure recommendations are measurable and aligned with service commitments, patient needs, and business priorities
• Root Cause Analysis: Conduct structured root-cause analysis for underperforming intervals by separating staffing, demand, behavioral, process, technology, and data-related factors. Use AI to accelerate trend comparisons, correlate related signals, and generate hypotheses while independently validating conclusions before action. Convert findings into practical countermeasures, ownership assignments, and follow-up actions. Share recurring drivers with Workforce Management, Operations, Clinical, Training, and Technology teams so systemic issues are resolved rather than repeatedly managed through reactive recovery efforts
• Executive Reporting: Create concise intraday dashboards and updates that explain performance, risks, actions taken, and expected recovery for operational leaders. Use AI to automate data preparation, improve reporting consistency, and scale reporting without sacrificing accuracy or context. Tailor communications to support timely decision-making by highlighting exceptions rather than repeating raw metrics. Maintain transparent definitions, timestamps, and assumptions so leaders can compare performance reliably and determine where additional support or escalation is needed
• Learning Discipline: Document intraday actions, decisions, outcomes, and unresolved issues to support post-day reviews, trend analysis, and continuous improvement. Use AI to categorize interventions, identify recurring patterns, and uncover opportunities for automation, process redesign, or forecast refinement. Partner across functions to convert lessons learned into updated playbooks, thresholds, and reporting standards. Demonstrate learning agility by testing improvements, measuring outcomes, and adapting practices as Empower continues to scale within its regulated 503A/503B environment

Requirements:

• Minimum of five (5) years of workforce management experience focused on queue performance management and scheduling optimization
• High school diploma or equivalent required
• Strong analytical, communication, and problem-solving skills with the ability to perform effectively under pressure and influence operational leaders
• Advanced proficiency in Microsoft Excel and PowerPoint with the ability to transform raw data into actionable dashboards and executive-level presentations
• Working knowledge of workforce management and contact center platforms such as NICE CXone, Verint, Aspect, Avaya, or Genesys
• Advanced knowledge of workforce management concepts, including forecasting, scheduling, adherence, shrinkage, service levels, interval analysis, queue routing, skill management, and intraday performance recovery
• Proficiency with Microsoft Excel and PowerPoint, along with working knowledge of NICE CXone, Verint, Aspect, Avaya, Genesys, or comparable contact center and workforce management platforms
• Ability to responsibly leverage AI-enabled analytics, automation, and reporting tools while validating outputs, protecting sensitive information, and maintaining human accountability for operational decisions
• Strong analytical, communication, problem-solving, and influencing skills with the composure to translate complex, time-sensitive data into clear actions for diverse operational stakeholders
• Associate degree in Business Analytics or a related field preferred
• Certified Workforce Planning Professional (CWPP) certification preferred
• Project Management Professional (PMP) certification preferred