Workforce Management Real-Time Analyst (Medtech)

TL;DR

Workforce Management Real-Time Analyst (Medtech): Monitoring and optimizing real-time contact center and pharmacy performance to ensure service levels are met with an accent on proactive staffing adjustments and data-driven decision-making. Focus on identifying intra-day staffing gaps, executing queue reassignments, and maintaining operational health dashboards.

Location: On-site in Pittsburgh, PA

Company

hirify.global is a healthcare technology company building products to make prescriptions accessible and affordable for everyone.

What you will do

• Monitor real-time contact center and pharmacy performance using Assembled, LivePerson, and Amazon Connect.
• Identify and communicate intra-day staffing gaps, risks, and opportunities to operations leadership.
• Execute real-time staffing adjustments, including queue reassignments, break/lunch changes, and overtime.
• Partner with Scheduling and Forecasting teams to align planned and actual staffing needs.
• Maintain real-time tracking reports and dashboards to provide visibility into operational health.
• Document real-time processes and recommend workflow enhancements based on trend analysis.

Requirements

• Experience with WFM tools, preferably Assembled or similar platforms.
• Strong analytical skills with proficiency in Excel or Google Sheets.
• Ability to multitask and make quick decisions in a fast-paced, high-pressure environment.
• Excellent written and verbal communication skills.
• Must be based in Pittsburgh, PA for on-site work.

Nice to have

• Experience with SQL, Python, or data visualization tools such as Tableau.

Culture & Benefits

• Opportunity to work in a fast-growing healthcare company with significant customer impact.
• Collaborative, curious, and cross-functional team environment.
• Mission-driven culture focused on improving patient access to critical medications.
• Equal opportunity employer valuing diversity and inclusion.