The Workforce Real-Time Associate (RTA) plays a critical role within Progyny Operations, serving as the operational command center for the contact center. This role is responsible for monitoring real-time performance and taking immediate, data-driven actions to ensure service level agreements, response times, and operational efficiency targets are consistently met.
Requirements
- 2+ years of experience in Workforce Management, Contact Center Operations, or Real-Time Analytics
- Strong working knowledge of contact center KPIs (Service Level, ASA, AHT, Occupancy, Adherence, etc.)
- Experience working in fast-paced, real-time operations environments
- Strong analytical and problem-solving skills with the ability to make sound, timely decisions
- Excellent communication skills and the ability to collaborate across teams
- Basic proficiency in Microsoft Excel
Benefits
- Paid family and parental leave
- Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
- Family and pet care fund
- Parents' Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office