Job Description

Essential Job Functions

1. Real-Time Queue and Service-Level Management

• Monitor real-time inbound and outbound queue volumes, calls offered and handled, queue depth, staffing, backlog, service level, ASA, abandonment, AHT, occupancy, productivity, schedule adherence, shrinkage, and staffing variance.
• Continuously compare actual performance against intraday forecasts, staffing plans, schedules, and agreed operational thresholds.
• Identify potential service-level misses before material impact occurs and initiate or recommend corrective action.
• Maintain an accurate intraday log of material volume or staffing changes, incidents, decisions, interventions, recoveries, and unresolved risks.

1. Intraday Workforce Management and Decision-Making

• Perform intraday reforecasting based on actual volume, AHT, staffing, absenteeism, shrinkage, and emerging business conditions.
• Identify overstaffing and understaffing and recommend break, lunch, meeting, coaching, training, offline-activity, shift, overtime, voluntary-time-off, or skill/queue movement adjustments.
• Lead real-time workforce actions during volume spikes, AHT changes, absenteeism, system or telecom outages, low staffing, abnormal abandonment, SLA deterioration, training conflicts, and business-continuity events.
• Balance service delivery, agent utilization, patient experience, quality, compliance, and employee considerations when recommending actions.
• Assess the likely impact if no action is taken and communicate the recommended intervention, owner, timing, and expected result.

1. Schedule Adherence and Capacity Management

• Monitor employee adherence against published schedules and identify material exceptions, recurring patterns, and operational impact.
• Partner with Operations leaders to improve adherence through practical, fact-based corrective and preventive actions.
• Monitor attendance, late arrivals, early departures, planned and unplanned shrinkage, training time, and other capacity drivers.
• Support daily and weekly coverage planning across onsite and remote teams, including schedule design, shift coverage, planned offline activity, and seasonal demand.
• Support hiring-wave, onboarding, training, nesting, and production-release planning with capacity views, roster requirements, schedule scenarios, and readiness dependencies.

1. RTA Team Leadership

• Lead, coach, and develop assigned Real-Time Analysts, RTA Executives, or workforce-support resources.
• Allocate programs, queues, and shifts to ensure appropriate monitoring coverage throughout required operating hours.
• Review the accuracy, quality, timeliness, and consistency of real-time decisions and escalation by the team.
• Conduct regular one-on-ones, performance reviews, coaching, calibration, development planning, and cross-training.
• Ensure effective shift handovers, backup coverage, SOP compliance, and continuity of workforce operations.

1. Reporting, Analytics, and Decision Support

• Publish accurate real-time, end-of-shift, daily, weekly, and monthly workforce and operational reports within agreed timelines.
• Analyze forecast-to-actual volume, AHT, staffing, adherence, shrinkage, occupancy, utilization, productivity, queue performance, incidents, and actions taken.
• Perform root-cause analysis for service failures and major operational variances and provide actionable recommendations to Operations, Forecasting, and Scheduling.
• Develop and maintain dashboards, alerts, trackers, automated reports, and standardized reporting routines that improve visibility and decision speed.
• Validate data consistency across workforce, telephony, attendance, scheduling, and operational reports and resolve or escalate material discrepancies.

1. Stakeholder Management and Operational Coordination

• Act as the primary WFM contact for Operations during real-time service challenges and intraday huddles.
• Communicate SLA risks, staffing gaps, volume and AHT movement, absenteeism, queue backlog, corrective action, and business impact clearly and promptly.
• Collaborate with Operations Managers, Supervisors, Forecasting, Scheduling, MIS/Reporting, Training, Quality, Human Resources, Recruitment, IT, and client-facing teams.
• Participate in internal and client reviews, readiness meetings, transition calls, and incident bridges as required.
• Coordinate with IT and platform support teams during telephony, workforce-tool, access, or reporting incidents and track operational impact through recovery.

1. Governance, Continuous Improvement, and Compliance

• Maintain RTA SOPs, escalation matrices, intervention thresholds, business-continuity procedures, report definitions, operating calendars, and contact lists.
• Conduct post-event reviews for major SLA failures, outages, unusual volume events, or staffing disruptions and convert learnings into preventive actions.
• Identify opportunities to automate monitoring and reporting, standardize workforce processes, and improve forecast-to-actual alignment and resource utilization.
• Support transitions, hiring ramps, technology implementations, audits, stabilization, and hypercare activities.
• Protect confidential employee, operational, client, and patient-related information and comply with Omega and client privacy, HIPAA, security, and acceptable-use requirements.

Critical Expectations of the Role

At any point during the operating day, the WFM / RTA Lead should be able to answer:

• Where are we against plan? Volume, AHT, staffing, shrinkage, adherence, queue performance, and SLA.
• Why are we deviating from plan? Identify the primary operational driver quickly and accurately.
• What is the likely impact if no action is taken? Translate variance into service, patient, staffing, or business impact.
• What action should be taken now? Recommend a practical staffing or workload intervention with an accountable owner.
• What should be learned for the next interval or day? Feed recurring trends and actual outcomes into forecasting, scheduling, and process improvement.

Supervisory Responsibility

This position is expected to provide day-to-day leadership to assigned Real-Time Analysts, RTA Executives, or workforce-support resources. Responsibilities may include interviewing input, onboarding, goal setting, workload allocation, coaching, performance management, development, recognition, attendance oversight, and disciplinary recommendations in partnership with the reporting manager and Human Resources.

Work Environment

The role operates in a professional patient-support contact center environment in Indianapolis, Indiana, with regular coordination across onsite and remote teams. The position routinely uses a computer, telephone/headset, multiple monitors, workforce-management and scheduling tools, NICE or other telephony platforms, Microsoft Office, dashboards, reporting applications, and other assigned Omega or client systems.

Physical Demands

The role primarily involves sitting, speaking, hearing, typing, and viewing computer screens for extended periods, with regular standing and walking within the workplace. Occasional movement of light office materials may be required.

Position Type / Expected Hours of Work

This is a full-time position supporting a contact center expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window. The WFM / RTA Lead must be able to flex work hours for multiple shifts, opening and closing coverage, hiring and training waves, peak demand, incidents, business reviews, and other program needs. Occasional early-morning, evening, weekend, holiday, or emergency support may be required. FLSA classification remains subject to final US Human Resources confirmation.

Travel

Limited travel may be required for training, implementation, client meetings, site setup, or other business needs.

Required Education and Experience

• Bachelor's degree in Business, Operations, Statistics, Mathematics, Engineering, Workforce Management, or a related discipline preferred; equivalent relevant experience may be considered.
• Four to seven years of overall contact-center or workforce-management experience, including at least two to three years of hands-on Real-Time Management or RTA experience.
• Prior experience leading an RTA/WFM team or coordinating real-time workforce activity in a high-volume environment.
• Strong experience with inbound voice operations, contact-center metrics, forecast-to-actual analysis, capacity and staffing concepts, adherence, shrinkage, SLA, and queue management.
• Advanced working knowledge of Microsoft Excel and experience maintaining accurate workforce reports, dashboards, trackers, and operational records.
• Strong analytical, numerical, problem-solving, communication, stakeholder-management, people-leadership, and real-time decision-making skills.

Technical Skills and Preferred Experience

• Experience with WFM and contact-center platforms such as NICE, Verint, Genesys, Calabrio, Aspect/Alvaria, Five9, or comparable tools.
• Exposure to Power BI, SQL, reporting automation, or other analytics tools is preferred.
• Experience supporting healthcare, pharmacy, patient-support, insurance, business-process outsourcing, or another regulated contact-center operation is preferred.
• Experience supporting new-program launches, multi-wave hiring and training, seasonal ramps, remote workforce, business continuity, and stabilization or hypercare is preferred.
• Ability to challenge operational assumptions constructively using data and to prioritize multiple competing service requirements under pressure.

Additional Eligibility Qualifications

• Ability and willingness to complete all required Omega, client, privacy, security, systems, leadership, workforce-management, and program training.

Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners to amplify teams with robust technology, specialty expertise, and operational support. Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com

We offer a comprehensive benefits package that may include health, dental, and vision coverage, voluntary insurance options, a 401(k) plan with employer match, professional development opportunities, paid time off, and holiday pay. Eligible employees may also have the opportunity to participate in bonus programs, commissions, or other variable incentive plans. Benefits and incentive eligibility may vary based on position, location, and tenure.

AAP/EEO Statement

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, and genetic information, or any other basis protected by applicable law. Omega Healthcare also prohibits harassment of applicants or employees based on any of these protected categories.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the job application, interview, or any other part of the hiring process, please contact Human Resources at employeerelationsus@omegahms.com.