Manager, Workforce Management | Onsite - Pittsburgh

Blink Health is seeking a Real-Time Analyst (RTA) Manager to join the Patient Services Operations team. This player-coach role sits at the intersection of hands-on real-time operations and front-line people leadership — you'll keep intraday performance on track while developing and managing a team of 6–8 Real-Time Analysts. This is an ideal opportunity for a seasoned Workforce Management expert who is highly analytical, thrives in a fast-paced environment, and is ready to lead a team while remaining close to the work. This is an onsite position based in Pittsburgh, PA.

Responsibilities

Lead, coach, and develop a team of 6–8 Real-Time Analysts; own the full people management lifecycle including hiring, onboarding, performance reviews, PIPs, and disciplinary actions; set performance expectations, provide regular feedback, and conduct structured 1:1s; serve as point of escalation and decision-maker during high-pressure intraday situations; identify skill gaps and build or source training; monitor real-time pharmacy performance using Assembled, RxOS, and custom dashboards, including service levels, queue volumes, and agent adherence; identify and communicate intraday staffing gaps, risks, and opportunities and execute adjustments such as labor reallocations, break/lunch changes, overtime, or VTO; partner with Scheduling, Forecasting, and Operations teams; maintain real-time tracking reports and dashboards; escalate system outages, volume spikes, or staffing challenges and recommend mitigation strategies; ensure schedule adherence; own and evolve real-time playbooks, SOPs, and best practices; identify operational trends and drive process or workflow enhancements; represent the RTA function in daily and weekly operational reviews; champion a culture of documentation and knowledge-sharing

Requirements

5+ years of experience in Workforce Management (WFM); at least 1 year in an RTA position; at least 3 years in a supervisory role; demonstrated experience managing people through the full performance lifecycle, including coaching, formal reviews, and corrective action; proficiency with WFM tools such as Assembled or similar platforms; strong analytical skills with proficiency in Excel or Google Sheets; excellent written and verbal communication skills; able to translate real-time operational data into clear, timely recommendations for stakeholders at all levels; proven ability to multitask, prioritize, and make sound decisions under pressure in a fast-paced environment; detail-oriented, proactive, and highly adaptable with a strong sense of ownership and follow-through

Nice to have

Assembled; SQL; Python; data visualization tools (e.g., Tableau); experience in healthcare, pharmacy operations, or a similarly regulated, high-volume contact center environment