Customer Service Real-time Analyst

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Empower Pharmacy

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2009

💊 Pharmaceuticals

🏥 Healthcare

🏭 Manufacturing

💰 Debt financing on 2023-10

Pharmaceuticals • Healthcare • Manufacturing

Empower Pharmacy is a U. S. -based compounding pharmacy and pharmaceutical manufacturer focused on producing individualized (compounded) medications at scale. Founded to expand access to affordable, high-quality personalized therapies, Empower operates both 503A and FDA-registered 503B outsourcing facilities, including large sterile manufacturing sites built to current Good Manufacturing Practices and leveraging automation for scalability. The company touts nationwide licensure, high-volume dispensing (reports filling thousands of custom-compounded prescriptions daily), and a mission centered on quality, safety, service, and innovation in pharmaceutical care.

📋 Description

• Continuously monitor AHT, ASA, service level, occupancy, abandonment, backlog, and adherence across customer-facing and clinical queues. • Use AI-enabled alerts and pattern detection to identify emerging risks and prioritize interventions. • Execute intraday workforce adjustments for call spikes, absenteeism, outages, demand shifts, and process disruptions. • Apply scenario analysis to evaluate staffing moves, break changes, overtime, offline work, and routing options. • Escalate operational blockers, technology failures, capacity constraints, and clinical dependencies with evidence and recommended next steps. • Coordinate dynamic re-skilling and skill mapping to align agents with forecast demand, service priorities, and queue complexity. • Analyze adherence, shrinkage, staffing variance, and interval coverage to improve schedule alignment. • Translate queue conditions, forecasts, volumes, handling patterns, backlog, and staffing availability into capacity recommendations. • Conduct root-cause analysis for underperforming intervals and develop countermeasures and follow-up actions. • Create intraday dashboards and executive updates covering performance, risks, actions, and expected recovery. • Document intraday actions, decisions, outcomes, and unresolved issues to support reviews and continuous improvement. • Partner with Workforce Management, Operations, Clinical, Training, and Technology teams to resolve systemic issues and update playbooks, thresholds, and reporting standards.

🎯 Requirements

• Minimum of five (5) years of workforce management experience focused on queue performance management and scheduling optimization. • High school diploma or equivalent required. • Advanced knowledge of forecasting, scheduling, adherence, shrinkage, service levels, interval analysis, queue routing, skill management, and intraday performance recovery. • Proficiency with Microsoft Excel and PowerPoint. • Working knowledge of NICE CXone, Verint, Aspect, Avaya, Genesys, or comparable contact center and workforce management platforms. • Ability to responsibly leverage AI-enabled analytics, automation, and reporting tools while validating outputs and protecting sensitive information. • Strong analytical, communication, problem-solving, and influencing skills. • Ability to perform effectively under pressure and translate complex, time-sensitive data into clear actions. • Ability to transform raw data into actionable dashboards and executive-level presentations. • CWPP certification preferred. • PMP certification preferred.

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • 401(k) matching • Wellness perks • IV therapy • Compounded medications