Real Time Analyst

The Real Time Analyst supports the PSC contact center by monitoring real-time contact volumes and staffing levels to ensure customer service targets and SLAs are met. As a member of the Workforce Management (WFM) group, the role helps manage daily operational needs across multi-site patient support centers and contributes to optimizing service levels, productivity, and scheduling. The position focuses on aligning resources to patient demand to improve satisfaction and contact center efficiency.