Business Operations Analyst

Sentara
life insurance, paid time off, sick time, tuition assistance, 401(k), 403(b), remote work
United States, Virginia, Norfolk
Oct 03, 2025
City/State Norfolk, VA Work Shift Rotating Overview: 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. Education HS Diploma required Certification/Licensure None Required Experience Three years' of related experience is required in one of the following areas: Operations, IT or Reporting. Benefits: Caring For Your Family and Your Career * Medical, Dental, Vision plans * Adoption, Fertility and Surrogacy Reimbursement up to $10,000 * Paid Time Off and Sick Leave * Paid Parental & Family Caregiver Leave * Emergency Backup Care * Long-Term, Short-Term Disability, and Critical Illness plans * Life Insurance * 401k/403B with Employer Match * Tuition Assistance - $5,250/year and discounted educational opportunities through Guild Education * Student Debt Pay Down - $10,000 * Reimbursement for certifications and free access to complete CEUs and professional development Pet Insurance Legal Resources Plan Colleagues have the opportunity to earn an annual discretionary bonus ifestablished system and employee eligibility criteria is met. 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.