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.

The RTA partners closely with Workforce Planning, Operations Leadership, Supervisors, and Agents to proactively manage intraday staffing, mitigate performance risks, and respond to fluctuations in contact volume—all while maintaining an exceptional customer experience across all channels.

What you’ll do...

• Monitor real-time contact center KPIs, including Service Level, ASA, AHT, Call Volume, Queue Depth, Occupancy, and Abandonment Rate

• Track intraday performance across inbound, outbound, and digital channels

• Analyze real-time trends to anticipate performance risks and staffing needs throughout the shift

• Execute intraday staffing adjustments to balance staffing capacity and service level performance

• Reassign agents across queues or channels in response to volume fluctuations

• Manage queue prioritization, skill configuration, and overflow routing strategies

• Optimize staffing coverage by managing auxiliary states and offline activities

• Monitor agent schedule adherence in real time and investigate out-of-adherence behavior

• Partner with supervisors to address adherence gaps and ensure schedule compliance

• Communicate real-time staffing changes and workforce recommendations to leadership and frontline teams

• Identify operational risks and escalate issues to leadership as they arise

• Coordinate escalation processes during high-volume or critical operational events (e.g., Code Red scenarios)

• Provide ongoing real-time updates to leadership and operations on queue health and service level performance

• Produce intraday performance reports and operational summaries

• Document intraday decisions, actions, and escalation events

• Monitor forecasted versus actual volume and performance

• Recommend short-term staffing strategies to maintain or recover service levels

• Partner with Workforce Planning to improve forecast accuracy and scheduling effectiveness

About you...

• 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

• Willingness to work Monday–Friday, 1:00 PM – 10:00 PM EST

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

About Progyny:

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.

Our perks:

• Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and 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

In compliance with New York City's Wage Transparency Law, the hourly salary [wage] range for NYC-based applicants is: $26.44/hour - $28.84/hour. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.

Progyny is proud to be an Equal Opportunity and Affirmative Action employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com.

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