Job Overview
Location
US Remote
Job Type
Full-time
Category
Data Science
Date Posted
June 23, 2026
Full Job Description
đź“‹ Description
- • Monitor real-time KPIs, call demand, service levels, and staffing conditions to ensure operational continuity 24/7.
- • Proactively identify performance risks and take immediate action to stabilize operations and maintain service levels.
- • Make data-driven decisions to optimize cost efficiency and service delivery by reallocating resources and requesting backfill support as needed.
- • Serve as the operational nerve center by liaising between Technology, Operations, and Leadership during outages, disruptions, or critical events.
- • Monitor external factors such as weather events or regional disruptions and coordinate response plans to minimize operational impact.
- • Manage real-time staffing needs by responding to short-term operational requests and ensuring alignment with automated staffing tools and system alerts.
- • Provide clear, urgent updates on performance metrics, operational changes, and staffing opportunities to cross-functional teams.
- • Maintain detailed logs of all actions, decisions, and incidents to support accountability and post-event analysis.
- • Identify recurring trends and operational inefficiencies to recommend improvements in staffing strategies and process workflows.
- • Work in a fully remote environment requiring a dedicated home office with reliable computer, phone, and internet access.
- • Perform tasks requiring prolonged sitting, extensive computer use, typing, mouse navigation, and frequent phone communication.
- • Maintain high concentration, attention to detail, and accuracy while multitasking in a fast-paced, high-pressure environment.
- • Apply strong situational awareness and critical thinking to assess risks and prioritize actions under time-sensitive conditions.
- • Communicate effectively with verbal and written clarity to collaborate across teams and convey critical information.
- • Adapt quickly to changing operational demands in a 24/7 environment with shifting priorities and urgent demands.
🎯 Requirements
- • 2+ years in a fast-paced customer service, operations, or workforce management environment
- • Experience working with real-time performance metrics and making quick, data-driven decisions
- • Strong understanding of KPIs, call center dynamics, and workforce management principles
- • Proficiency in Microsoft Office, especially Excel
- • Ability to multitask, prioritize, and document decisions accurately
- • Strong situational awareness and risk identification skills
🏖️ Benefits
- • Fully remote work with provided equipment
- • Competitive annual salary starting at $35,000
- • Full benefits package including medical, dental, and vision insurance
- • 401(k) with company match
- • Tuition assistance
- • PTO and paid holidays
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Health Advocate
Health Advocate provides health advocacy and navigation, clinical care management, and mental health support to over 12,500 organizations and their members. The company utilizes personal support, data, and technology to improve health outcomes and lower medical costs for its clients' employees. They offer 24/7 support in over 250 languages, with services that are HIPAA-compliant and NCQA-certified & accredited. Health Advocate aims to provide a whole-person approach to support physical, emotional, relational, and financial well-being, leading to improved health outcomes and reduced absenteeism.
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