Workforce Real-Time Associate

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