Customer Service Real-time Analyst

Job Description

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025.

Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country.

At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions.

If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together.

POSITION SUMMARY

The Real-Time Analyst drives real-time service reliability across Empower's customer-facing and clinical operations by converting queue data into workforce actions that protect access, responsiveness, and patient experience. This individual contributor owns intraday monitoring, performance recovery, skill alignment, executive visibility, and documented outcomes across assigned queues. The role uses AI as a force multiplier to accelerate anomaly detection, scale analysis, improve reporting quality, and strengthen decision-making while maintaining human accountability. Success requires disciplined execution in Empower's hyper-growth, highly regulated 503A/503B environment, where operational agility must coexist with quality, compliance, and control. The ideal candidate exhibits strategic thinking, rigorous follow-through, learning agility, calm judgment under pressure, and the ability to translate complex workforce signals into interventions that improve service levels, productivity, and enterprise confidence daily.

RESPONSIBILITIES

Real-Time Performance

- Queue Surveillance: Continuously monitor Average Handle Time (AHT), Average Speed of Answer (ASA), service level, occupancy, abandonment, backlog, and adherence across customer-facing and clinical queues. Use AI-enabled alerts and pattern detection to identify emerging risk early, distinguish signal from noise, and prioritize intervention. Maintain ownership of interval performance, validate data integrity, and communicate material deviations quickly so leaders can protect access, productivity, and patient experience without compromising compliance, quality standards, or operational control.

- Intraday Recovery: Execute disciplined intraday workforce adjustments when call spikes, absenteeism, outages, demand shifts, or process disruptions threaten service commitments. Apply AI-supported scenario analysis to compare staffing moves, break changes, overtime, offline work, and routing options before recommending action. Balance recovery speed with employee sustainability, regulatory requirements, and operational controls. Track decisions, confirm implementation, and measure whether interventions restore performance within agreed thresholds across impacted queues, channels, and business priorities.

- Risk Escalation: Recognize when queue deterioration reflects broader operational blockers, technology failures, capacity constraints, or clinical dependencies, then escalate with concise evidence and recommended next steps. Use AI to synthesize interval data, recent actions, and likely drivers into decision-ready summaries. Clearly communicate severity, impact, ownership, and timing while avoiding unnecessary escalation. Remain accountable through resolution by validating recovery and documenting residual risk after operational stabilization.

Workforce Optimization

- Skill Alignment: Coordinate dynamic re-skilling and skill mapping to align available agents with forecast demand, service priorities, and queue complexity. Use AI-assisted modeling to identify coverage gaps, evaluate transfer impacts, and recommend optimal deployment of capacity. Ensure routing changes comply with training, authorization, and quality requirements within Empower's regulated environment. Partner with operations to implement adjustments, monitor downstream effects, and refine assignments as demand patterns evolve throughout the day.

- Schedule Precision: Analyze adherence, shrinkage, staffing variance, and interval coverage to identify where schedules no longer match actual demand. Use AI to accelerate variance analysis, identify recurring patterns, and improve recommendations for breaks, lunches, meetings, coaching, and offline activities. Coordinate practical adjustments with leaders while minimizing operational disruption. Document rationale, approvals, and outcomes to strengthen future scheduling decisions through continuous organizational learning.

- Capacity Insight: Translate real-time and near-term queue conditions into a clear understanding of capacity, constraints, and operational tradeoffs. Combine workforce forecasts, actual volume, handling patterns, backlog, and staffing availability while using AI to test assumptions and identify emerging pressure points. Advise leaders on where capacity should shift, where demand should be deferred, and where risk must be accepted. Ensure recommendations are measurable and aligned with service commitments, patient needs, and business priorities.

Analytics and Partnership

- Root Cause Analysis: Conduct structured root-cause analysis for underperforming intervals by separating staffing, demand, behavioral, process, technology, and data-related factors. Use AI to accelerate trend comparisons, correlate related signals, and generate hypotheses while independently validating conclusions before action. Convert findings into practical countermeasures, ownership assignments, and follow-up actions. Share recurring drivers with Workforce Management, Operations, Clinical, Training, and Technology teams so systemic issues are resolved rather than repeatedly managed through reactive recovery efforts.

- Executive Reporting: Create concise intraday dashboards and updates that explain performance, risks, actions taken, and expected recovery for operational leaders. Use AI to automate data preparation, improve reporting consistency, and scale reporting without sacrificing accuracy or context. Tailor communications to support timely decision-making by highlighting exceptions rather than repeating raw metrics. Maintain transparent definitions, timestamps, and assumptions so leaders can compare performance reliably and determine where additional support or escalation is needed.

- Learning Discipline: Document intraday actions, decisions, outcomes, and unresolved issues to support post-day reviews, trend analysis, and continuous improvement. Use AI to categorize interventions, identify recurring patterns, and uncover opportunities for automation, process redesign, or forecast refinement. Partner across functions to convert lessons learned into updated playbooks, thresholds, and reporting standards. Demonstrate learning agility by testing improvements, measuring outcomes, and adapting practices as Empower continues to scale within its regulated 503A/503B environment.

KNOWLEDGE AND SKILLS

- Advanced knowledge of workforce management concepts, including forecasting, scheduling, adherence, shrinkage, service levels, interval analysis, queue routing, skill management, and intraday performance recovery.

- Proficiency with Microsoft Excel and PowerPoint, along with working knowledge of NICE CXone, Verint, Aspect, Avaya, Genesys, or comparable contact center and workforce management platforms.

- Ability to responsibly leverage AI-enabled analytics, automation, and reporting tools while validating outputs, protecting sensitive information, and maintaining human accountability for operational decisions.

- Strong analytical, communication, problem-solving, and influencing skills with the composure to translate complex, time-sensitive data into clear actions for diverse operational stakeholders.

EXPERIENCE AND QUALIFICATIONS

- Minimum of five (5) years of workforce management experience focused on queue performance management and scheduling optimization.

- High school diploma or equivalent required; Associate degree in Business Analytics or a related field preferred.

- Strong analytical, communication, and problem-solving skills with the ability to perform effectively under pressure and influence operational leaders.

- Advanced proficiency in Microsoft Excel and PowerPoint with the ability to transform raw data into actionable dashboards and executive-level presentations.

- Working knowledge of workforce management and contact center platforms such as NICE CXone, Verint, Aspect, Avaya, or Genesys.

CERTIFICATES, LICENSES, AND REGISTRATIONS

- Certified Workforce Planning Professional (CWPP) certification preferred.

- Project Management Professional (PMP) certification preferred.

Key Competencies:

- Customer Focus: Builds trust through customer-centric solutions.

- Strategic AI: Guides responsible AI adoption and adaptation.

- Optimizes Work Processes: Drives efficiency with continuous improvement.

- Collaborates: Partners effectively to achieve shared goals.

- Resourcefulness: Secures and deploys resources efficiently.

- Manages Complexity: Simplifies and solves complex challenges.

- Ensures Accountability: Delivers on commitments with integrity.

- Situational Adaptability: Adjusts approach to shifting conditions.

- Communicates Effectively: Tailors messages to diverse audiences.

Values:

- People: Empowering people defines who we are.

- Quality: Excellence in every product, every time.

- Service: Serving others is our highest purpose.

- Innovation: Advancing care through technology and discovery.

Employee Benefits, Health and Wellness:

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/

Physical Requirements:

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.