The OpportunityThe Patient Services Operations team is central in advancing our mission to provide affordable care and deliver exceptional patient experience. We are seeking a
Real-Time Analyst (RTA) Manager to join our team. This player-coach role sits at the intersection of hands-on real-time operations and front-line people leadership - you'll keep our intraday performance on track while developing and managing a team of 6-8 Real-Time Analysts.
You'll step into a team that has rapidly scaled, and bring sharper playbooks, stronger analytical capability, and a more consistent operating rhythm. This is an ideal opportunity for a seasoned Workforce Management expert who is highly analytical, thrives in a fast-paced environment, and is ready to lead a team while remaining close to the work.
This is an onsite position based in our Pittsburgh, PA office.ResponsibilitiesTeam Leadership & People Management- Lead, coach, and develop a team of 6-8 Real-Time Analysts, fostering a culture of accountability, continuous learning, and operational excellence.
- Own the full people management lifecycle for your team - including hiring, onboarding, performance reviews, and when necessary, performance improvement plans (PIPs) and disciplinary actions.
- Set clear performance expectations, provide regular feedback, and conduct structured 1:1s to support each analyst's growth and effectiveness.
- Serve as a point of escalation and decision-maker for your team during high-pressure intraday situations.
- Identify skill gaps across the team and build or source training to close them.
Real-Time Operations- Remain a hands-on operator: monitor real-time pharmacy performance using Assembled, RxOS, and custom dashboards - including service levels, queue volumes, and agent adherence.
- Identify and communicate intraday staffing gaps, risks, and opportunities to operations leadership; execute adjustments such as labor reallocations, break/lunch changes, overtime, or VTO.
- Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between planned and actual staffing needs.
- Maintain real-time tracking reports and dashboards that provide visibility into performance metrics and operational health.
- Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation strategies.
- Ensure schedule adherence across the team and communicate concerns to leadership in a timely manner.
Process & Continuous Improvement- Own and evolve the team's real-time playbooks, SOPs, and best practices to ensure consistent, high-quality execution across all analysts.
- Identify operational trends and drive process or workflow enhancements that improve service levels, efficiency, or analyst effectiveness.
- Represent the RTA function in daily and weekly operational reviews, delivering clear, actionable insights on performance drivers and variances.
- Champion a culture of documentation and knowledge-sharing so institutional knowledge is accessible and not siloed.
Qualifications- 5+ years of experience in Workforce Management (WFM), with at least 1 year spent in an RTA position, and at least 3 years in a supervisory role.
- Demonstrated experience managing people through the full performance lifecycle - including coaching, formal reviews, and corrective action.
- Proficiency with WFM tools such as Assembled (preferred) or similar platforms.
- Strong analytical skills with proficiency in Excel or Google Sheets; experience with SQL, Python, or data visualization tools (e.g., Tableau) is a plus.
- Excellent written and verbal communication skills; able to translate real-time operational data into clear, timely recommendations for stakeholders at all levels.
- Proven ability to multitask, prioritize, and make sound decisions under pressure in a fast-paced environment.
- Detail-oriented, proactive, and highly adaptable with a strong sense of ownership and follow-through.
- Experience in healthcare, pharmacy operations, or a similarly regulated, high-volume contact center environment is a plus.
