Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Real-Time Analyst (RTA) is responsible for intraday workforce management to ensure optimal alignment between staffing and contact center demand across the Customer Experience workgroup. This role monitors real-time performance against forecast and staffing plans, identifies variances, and executes immediate corrective actions to achieve service level, ASA, occupancy, and efficiency targets. The RTA serves as the operational bridge between Workforce Management and Operations to proactively manage risk, maintain schedule adherence, and protect the customer experience.

ob Duties/Responsibilities:

Intraday Performance Management

• Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence
• Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions
• Manage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilization
• Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes
• Flexibility to work shift based on operational need

Adherence & Capacity Control

• Monitor and drive real-time adherence (RTA) to minimize unplanned shrinkage and ensure delivery of planned capacity
• Identify and communicate adherence risks or behavioral trends impacting service performance
• Partner with Operations leadership to improve adherence, occupancy balance, and schedule efficiency

Intraday Analysis & Communication

• Perform intraday trend analysis of volume, handle time, and volume drivers
• Identify emerging risks related to contact spikes, AHT changes, absenteeism, system issues, or external drivers
• Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team
• Maintain intraday reporting and status updates on performance, risks, and mitigation actions

Forecast vs. Actual Management

• Track forecast accuracy at the interval level and document key drivers of variance
• Monitor external or business events that may impact contact demand
• Provide intraday insights to support short-term forecasting adjustments and continuous improvement

WFM Systems & Scheduling

• Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms
• Validate schedule integrity, staffing levels, and ring/skill group assignments
• Monitor real-time system performance and escalate telephony, routing, or application issues impacting service delivery
• Ensure data accuracy across WFM and telephony platforms

Supervisory Responsibilities:

• None

Job Requirements:

Experience:

• Required:

• Minimum 5 years in a contact center environment
• Minimum 3 years in Workforce Management, Real-Time

• Preferred: None

Education:

• Required: High School Diploma or GED.

• Preferred: Bachelor's degree or equivalent experience

Training:

• Required: None

• Preferred: WFM or Contact Center related certification

Specialized Skills:

• Required:

• Intraday management and service recovery strategies
• Understanding of Erlang-based staffing principles and interval planning
• Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy
• Advanced Excel skills (data analysis, pivot tables, trend analysis)
• Ability to interpret interval-level performance data and translate insights into operational actions
• Strong problem-solving and decision-making in a high-volume, real-time environment
• Effective communication and collaboration with Operations and WFM partners
• Experience with WFM and telephony platforms (Talkdesk or equivalent)

Licensure:

• Required: None

• Preferred:

Other:

• Required: None

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range:
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https: //reportfraud.ftc.gov/#/ . If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health's talent acquisition team, please email careers@ahcusa.com .