Workforce Real-Time Associate, Progyny
$26.44/hour - $28.84/hour + Equity + Bonus
More information about location
3+ days a week in office
Fertility benefits management company
Be an early applicant
Fertility benefits management company
501-1000 employees
Be an early applicant
$26.44/hour - $28.84/hour + Equity + Bonus
More information about location
3+ days a week in office
501-1000 employees
Company mission
To empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Progyny stands at the forefront of fertility benefits management in the United States, reshaping the landscape of fertility and family-building benefits through its holistic approach that caters to employers, patients, and physicians alike. As the demand for fertility benefits surges amidst a competitive labour market, Progyny has experienced remarkable growth, boasting a client base exceeding 370 across 40 industries.
In a testament to its commitment to comprehensive care, Progyny has expanded its provider network to encompass reproductive urologists (RU), recognising the significance of male-factor infertility, which accounts for approximately one-third of infertility cases. This expansion extends coverage and accessibility to millions, underscoring Progyny's dedication to addressing diverse fertility needs.
Through its strategic expansions and unwavering dedication, Progyny continues to pioneer advancements in fertility and family-building benefits. By fostering inclusivity and providing unparalleled support, Progyny remains at the forefront of revolutionising reproductive healthcare, shaping a brighter future for individuals and families alike.
Steph
Company Specialist at Welcome to the Jungle
Insights
41% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2017
$5m
EARLY VC
May 2017
$10m
SERIES B
Total funding: $98.3m
Company benefits
- Family friendly benefits: Paid family and parental leave-, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents’ Employee Resource Group
- 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
- Company social events
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
Company HQ
Garment District, New York, NY
Leadership
Pete Anevski
(CEO)Held several other executive positions at the company, such as COO & CFO, before becoming CEO in 2022. Former Executive VP & CFO of WebMD.
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