Workforce Management, Business Operations Analyst

Job Title: Business Operations Analyst – Evening, Weekend & Holiday Coverage (24x7 Support) Reports To: Director, Call Center Operations Location: Remote Position Type: Full-Time (Non-Standard Hours) Workforce Management experience required! 24x7 on call availability may be required. This is a remote position: Remote opportunities available in the following states: Virginia, North Carolina, Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington (state), West Virginia, Wisconsin, Wyoming We are seeking a dedicated and flexible Business Operations Analyst to provide critical off-hours support for a high priority 24x7 account. This role complements our existing daytime coverage and ensures seamless customer service during evenings, nights, and weekends. Key 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. Schedule: • Shifts covering evenings, nights, weekends, and holidays. • Active Shift(s): • Monday and Tuesday 4:30 PM - 2AM; Friday 4 PM – 12:30 AM • Schedules may rotate based on holiday schedule which will be included • Weekend Days: Saturday & Sunday, 4:30 PM – 1:00AM • On-call availability may be required for critical incidents. Qualifications: • 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. Preferred Traits: • Self-starter with a proactive mindset. • Calm under pressure and able to handle escalations professionally. • Tech-savvy and adaptable to new tools and systems. Education: • Bachelors preferred • HS Diploma required • Experience: • Three years of related experience is required in one of the following areas: Operations, IT or Reporting. • Must have strong workforce management experience required We provide market-competitive compensation packages, inclusive of base pay, incentives, and benefits. The base pay rate for Full Time employment is: $29.21.04/HR – $48.68/HR. Additional compensation may be available for this role such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities Apply tot his job