Workforce Business Operations Analyst

Sentara Health is a healthcare organization providing quality outpatient services. They are seeking a Workforce Business Operations Analyst to provide critical off-hours support for a high priority 24x7 account, ensuring seamless customer service during evenings, nights, and weekends.

Responsibilities:

• Provide responsive and professional customer support during non-business hours (evenings, nights, weekends, holidays)
• Monitor and respond to incoming inquiries via phone, email, and chat
• Escalate urgent issues according to established protocols
• Document interactions and resolutions accurately
• Collaborate with daytime staff to ensure continuity of service and knowledge transfer
• Participate in on-call rotations as needed to maintain 24x7 coverage
• Identify and report recurring issues or trends to improve service delivery

Requirements:

• 2+ years of experience in workforce management or call center operations (required)
• Comfortable working independently during off-hours
• Strong communication and problem-solving skills
• Ability to manage multiple tasks and prioritize effectively
• Familiarity with NICE WFM (NICE IEX), Epic, CMS, ISSup, QGenda & Webstation
• Experience supporting high-touch or enterprise-level accounts is a plus
• HS Diploma (required)
• Three years of related experience is required in one of the following areas: Operations, IT or Reporting (required)
• Must have strong workforce management experience (required)
• Self-starter with a proactive mindset
• Calm under pressure and able to handle escalations professionally
• Tech-savvy and adaptable to new tools and systems
• Bachelors (preferred)