Workforce Business Operations Analyst

Sentara Health • Independence, MO

1d • $49 • Remote

About The Position

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.

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
• 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)
• HS Diploma (required)

Nice To Haves

• Experience supporting high-touch or enterprise-level accounts is a plus
• 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)

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

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Reimbursement for certifications and free access to complete CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees