Business Operations Analyst
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Job Location:
Norfolk, MA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
City/State
Norfolk VAWork Shift
RotatingOverview:
Overview
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 experience! 24x7 on call availability may be required.
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):
- Weekday Evenings: Monday Wednesday and Thursday 4 PM 12:30 AM
- Schedules may rotate based on holiday schedule which will be included
- Weekend Days: Saturday & Sunday 9 AM 5:30PM-
- 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.
Legal Resources Plan
Colleagues have the opportunity to earn an annual discretionary bonus ifestablished system and employee eligibility criteria is met.
Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30000-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.
Required Experience:
IC
Key Skills
- SQL
- Agile
- Business Analysis
- Visio
- Waterfall
- Business Process Modeling
- Requirements Gathering
- User Acceptance Testing
- Business requirements
- SDLC
- Systems Analysis
- Data Analysis Skills
About Company
Sentara Health, is an integrated, not-for-profit health care delivery system in Virginia and North Carolina. Sentara improves health everyday.
