Business Operations Analyst

Sentara Health • Full-time • Remote (Norfolk, Virginia, United States) • $60.12k - $80.84k / year • 3m ago

Department and Name: SMG Central Scheduling- Consolidated Hospital Support
Physical Location: Norfolk, VA
Location Type: Remote
Employment Status: Regular-Full time
Shift: Rotating
Posted Date: October 1, 2025

Job Overview

Overview

Job Title: Business Operations Analyst – Evening, Weekend & Holiday Coverage (24×7 Support)

Reports To: Director, Call Center Operations

Location: Remote

Position Type: Full-Time (Non-Standard Hours)

Overview:

Workforce experience STRONGLY preferred! 24×7 on call availability may be required.

We are seeking a dedicated and flexible Business Operations Analyst to provide critical off-hours support for a high priority 24×7 account. This role complements our existing daytime coverage and ensures seamless customer service during evenings, nights, and weekends.

Key Responsibilities:

Provide responsive and professional customer support during non-business hours (evenings, nights, weekends, holidays).
Monitor and respond to incoming inquiries via phone, email, and chat.
Escalate urgent issues according to established protocols.
Document interactions and resolutions accurately.
Collaborate with daytime staff to ensure continuity of service and knowledge transfer.
Participate in on-call rotations as needed to maintain 24×7 coverage.
Identify and report recurring issues or trends to improve service delivery.

Schedule:

Shifts covering evenings, nights, weekends, and holidays.
Active Shift(s):
- Weekday Evenings: Monday, Wednesday and Friday, 4 PM – 12:30 AM
  - Schedules may rotate based on holiday schedule which will be included
- Weekend Days: Saturday & Sunday, 9 AM – 5:30PM

Weekday Evenings: Monday, Thursday and Friday, 4 PM – 12:30 AM
- Schedules may rotate based on holiday schedule which will be included
Weekend Days: Saturday & Sunday, 9 AM – 5:30PM
On-call availability may be required for critical incidents.

Qualifications:

2+ years of experience in workforce management or call center operations preferred,
Comfortable working independently during off-hours.
Strong communication and problem-solving skills.
Ability to manage multiple tasks and prioritize effectively.
Familiarity with NICE WFM (NICE IEX), Epic, CMS, ISSup, QGenda & Webstation.
Experience supporting high-touch or enterprise-level accounts is a plus.

Preferred Traits: