Business Operations Analyst

City/State

Work Shift

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:

Workforce experience STRONGLY preferred! 24x7 on call availability may be required.

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.

• HS Diploma required

• None Required

Three years' of related experience is required in one of the following areas: Operations, IT or Reporting.

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.