Business Operations Analyst

City / State

Norfolk, VA

Work Shift

Rotating

Overview : 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)

Overview : Overview

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 :

Weekday Evenings : Monday, Wednesday and Friday, 4 PM - 12 : 30 AM

Schedules may rotate based on holiday schedule which will be included

OR

Schedules may rotate based on holiday schedule which will be included

Qualifications :

Preferred Traits :

Why Join Us?

Education

Certification / Licensure

Experience

Three years' of related experience is required in one of the following areas : Operations, IT or Reporting.

Benefits : Caring For Your Family and Your Career

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-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.