Workforce Business Operations Analyst

City/State

Work Shift

Overview:

Sentara Independence is looking to hire a Workforce Business Operations Analyst – Evening, Weekend & Holiday Coverage (24x7 Support)

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:
Weekday Evenings:

• This position requires coverage during evenings, nights, weekends, and holidays.
• Active Shift(s):
• Sunday, Monday, Tuesday, Friday, and Saturday
• 4:30 PM – 1:00 AM (EST)
• Schedules may rotate based on holiday schedule which will be included
• 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 (required)
• 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

Keywords: Keywords: Talroo-Allied Health, Workforce Management, WFM, Call Center, Customer Service, NICE (NICE IEX), Epic, CMS, ISSup, QGenda & Webstation

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Sentara Independence provides quality outpatient services to the surrounding community. The facility includes an ambulance-accessible emergency room that is supported by board-certified physicians. Sentara Independence houses state-of-the-art medical equipment and highly-skilled physicians and staff.  Sentara Independence is now an extension of the quality services at Sentara Virginia Beach General Hospital including advanced imaging and physical therapy.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission “to improve health every day,” this is a tobacco-free environment.

For positions that are available as remote work, Sentara Health employs associates in the following states:

Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.