Описание вакансии

Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

As a Real-Time Analyst (RTA) in our dynamic contact center, you will play a key role in supporting workforce performance, operational stability, and customer experience outcomes. You will monitor real-time contact center metrics, identify performance risks or volume changes, and help drive data-informed decisions to maintain service levels and operational targets. This role requires strong analytical thinking, clear communication, and the ability to stay organized and responsive in a fast-paced, customer-focused environment. You will partner closely with Operations, Workforce Management partners, and Leadership teams to support real-time adjustments to staffing, schedules, and workflows as business needs change. This role serves as an entry point into Workforce Management real-time operations and provides opportunities to grow into advanced real-time, scheduling, forecasting, or workforce analytics roles based on performance and skill development.

Your Area of Focus

• Monitor and analyze real-time metrics, including contact volume, queue health, agent adherence, occupancy, and service level targets.
• Proactively respond to fluctuations in volume or staffing and make dynamic data-driven decisions to maintain optimal service levels and customer experience outcomes.
• Monitor agent adherence to schedules and support real-time staffing adjustments, including exception handling, break optimization, and intraday schedule changes to ensure optimal staffing levels.
• Communicate with supervisors and team leads to address schedule or performance variances and partner on real-time corrective actions.
• Generate and analyze daily, weekly, and monthly reports on key performance metrics to support operational insights and workforce planning.
• Identify trends, patterns, risks, and opportunities for improvement based on historical data and real-time observations.
• Work closely with operations, Quality, and Workforce Management partners to understand business objectives and align real-time decisions to support performance goals and customer experience.
• Contribute to meetings and discussions related to performance results, real-time insights, and process or workflow enhancements.
• Effectively communicate with agents, supervisors, and leadership regarding real-time performance, staffing impacts, and schedule adjustments.
• Provide timely updates during peak periods, service risks, or operational disruptions and help coordinate response actions.
• Leverage workforce management tools and reporting platforms to monitor, analyze, and communicate real-time and historical performance data.
• Actively engage in the implementation and optimization of technological solutions to enhance operational efficiency.
• Reviews and process schedule change requests and same-day staffing exceptions in alignment with business and coverage requirements.

Your Professional Qualifications

• 1+ years of experience in a contact center, operations support, or workforce-related role (real-time, reporting, scheduling, or similar experience).
• Strong analytical and problem-solving skills with the ability to interpret data quickly and make informed decisions.
• Working understanding of contact center metrics and key performance indicators such as Service Level, AHT, Adherence, Occupancy, and Shrinkage.
• Understanding the importance of customer experience and how operational decisions directly impact customer satisfaction and business outcomes.
• Ability to adapt to changing priorities and make sound real-time decisions in fast-paced, high-visibility environments.
• Effective collaboration skills to work with the ability to partner across Operations, Workforce Management, Quality and leadership teams.
• Ability to convey complex or data-driven information in a clear, concise, and actionable manner.
• Detail-oriented with a strong focus on accuracy, data integrity, and follow-through.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Excel or Google Sheets (formulas, data organization, pivots, or similar data analysis functions).
• Eagerness to learn, develop technical and analytical skills, and grow within the Workforce Management team.

*(For Recruiter use only) #LI-AH1 #LI-Hybrid*

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our Values

Start with the Customer

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits

United States: In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for a great workout, or TelusEmployee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

Costa Rica: To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for access to health and fitness apps, or Telus Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

Compliance & Privacy Disclosures

NOTE: Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/

If you would like to report a fraudulent Tebra job posting, please contact us at talentacquisition@tebra.com and consider reporting your experience to the FBI's Internet Crime Complaint Center or the Better Business Bureau to help keep others safe online, too.

As part of our commitment to a fair and efficient hiring process, Tebra utilizes BrightHire, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and make more informed hiring decisions. By applying for this position, you acknowledge that your interview may be recorded.