Customer Service Real-time Analyst

Empower Pharmacy

Real-Time Analyst optimizing queue performance, staffing, and service recovery for Empower Pharmacy, a nationwide compounding pharmacy. Using workforce analytics and AI to improve patient access, operational control, and executive visibility.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced knowledge in workforce management, focusing on queue performance management, scheduling optimization, and intraday performance recovery. Proficient in leveraging AI-enabled analytics and creating actionable dashboards for executive-level presentations.

Highest-signal resume keywords

Workforce Management ExperienceForecasting and SchedulingNICE CXone or Verint ProficiencyAnalytical and Problem-Solving SkillsCWPP or PMP Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Queue Performance ManagementScheduling OptimizationAdherence AnalysisShrinkage AnalysisInterval Coverage AnalysisScenario AnalysisRoot-Cause AnalysisCapacity RecommendationsData TransformationDashboard Creation

Soft Skills

Analytical SkillsCommunication SkillsProblem-Solving SkillsInfluencing SkillsAbility to Perform Under Pressure

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointNICE CXoneVerintAspectAvayaGenesys

Certifications & Qualifications

CWPP CertificationPMP Certification

Industry Keywords

AI-Enabled AnalyticsService LevelsQueue RoutingSkill ManagementIntraday Performance Recovery

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Continuously monitor AHT, ASA, service level, occupancy, abandonment, backlog, and adherence across customer-facing and clinical queues.
Use AI-enabled alerts and pattern detection to identify emerging risks and prioritize interventions.
Execute intraday workforce adjustments for call spikes, absenteeism, outages, demand shifts, and process disruptions.
Apply scenario analysis to evaluate staffing moves, break changes, overtime, offline work, and routing options.
Escalate operational blockers, technology failures, capacity constraints, and clinical dependencies with evidence and recommended next steps.
Coordinate dynamic re-skilling and skill mapping to align agents with forecast demand, service priorities, and queue complexity.
Analyze adherence, shrinkage, staffing variance, and interval coverage to improve schedule alignment.
Translate queue conditions, forecasts, volumes, handling patterns, backlog, and staffing availability into capacity recommendations.
Conduct root-cause analysis for underperforming intervals and develop countermeasures and follow-up actions.
Create intraday dashboards and executive updates covering performance, risks, actions, and expected recovery.
Document intraday actions, decisions, outcomes, and unresolved issues to support reviews and continuous improvement.
Partner with Workforce Management, Operations, Clinical, Training, and Technology teams to resolve systemic issues and update playbooks, thresholds, and reporting standards.

Requirements

What you’ll need

Minimum of five (5) years of workforce management experience focused on queue performance management and scheduling optimization.
High school diploma or equivalent required.
Advanced knowledge of forecasting, scheduling, adherence, shrinkage, service levels, interval analysis, queue routing, skill management, and intraday performance recovery.
Proficiency with Microsoft Excel and PowerPoint.
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 and protecting sensitive information.
Strong analytical, communication, problem-solving, and influencing skills.
Ability to perform effectively under pressure and translate complex, time-sensitive data into clear actions.
Ability to transform raw data into actionable dashboards and executive-level presentations.
CWPP certification preferred.
PMP certification preferred.

Benefits

Comp & perks

Medical coverage
Dental coverage
Vision coverage
Paid time off
401(k) matching
Wellness perks
IV therapy
Compounded medications