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Business Operations Analyst

Business Operations Analyst

SentaraNorfolk, VA, United States
2 days ago
Job type
  • Full-time
Job description

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 :

  • Shifts covering evenings, nights, weekends, and holidays.
  • Active Shift(s) :

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

    Schedules may rotate based on holiday schedule which will be included

  • Weekend Days : Saturday & Sunday, 9 AM - 5 : 30PM

    • OR

  • Weekday Evenings : Monday, Thursday and Friday, 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 preferred,
  • 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.

    • Why Join Us?

  • Be part of a lean, high-impact team supporting a critical account.
  • Flexible scheduling and autonomy.
  • Opportunity to shape and improve off-hours support processes.

    • Education

  • HS Diploma required

    • Certification / Licensure

  • None Required

    • 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

  • Medical, Dental, Vision plans
  • Adoption, Fertility and Surrogacy Reimbursement up to $10,000
  • Paid Time Off and Sick Leave
  • Paid Parental & Family Caregiver Leave
  • Emergency Backup Care
  • Long-Term, Short-Term Disability, and Critical Illness plans
  • Life Insurance
  • 401k / 403B with Employer Match
  • Tuition Assistance - $5,250 / year and discounted educational opportunities through Guild Education
  • Student Debt Pay Down - $10,000
  • Reimbursement for certifications and free access to complete CEUs and professional development
  • Pet Insurance
  • 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 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.

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    Analyst • Norfolk, VA, United States