Service Operations Associate

Administrative New York, New York


The Service Operations Associate will assist with the day to day operations of the Member Services and Provider Relations departments.  This person will play a key role in workforce management (WFM) for both teams, including assisting in handling a large volume of scheduling request tickets, forecasting call volume, and ensuring call center teams are adequately staffed to meet service levels. Service Operations Associate will be an expert on all telephony and workforce management programs utilized by Progyny and will provide ad hoc support to other team members as needed.


What you'll be doing...

  • Manage day to day operations for the department’s workforce management. Responsibilities include but are not limited to, answering team scheduling requests via ticketing system daily, maintaining an accurate schedule when last minute changes arise (call outs, late arrivals, meetings, team trainings), forecasting call volume, coordinating events around peak call volume times, and produce call & email metric reporting.
  • Provide team leadership with ad hoc staffing analysis requirements for the day necessary to maintain business performance standards.
  • Assist in implementing changes to IVR system when needed.
  • Uses call center tools to gather data and build reports used to analyze trends or patterns affecting staffing and contact volume.
  • Act as a point of contact, subject matter expert, educator and troubleshooter with regards to WFM, staffing/forecasting, and VoIP systems.
  • Develop and maintain knowledge of workforce management and IVR tools to ensure the call center is leveraging new enhancements.
  • Responsible for the setup and training of new hires on workforce management and VoIP programs.
  • Collaborate with call center managers to gain an understanding of their front-line perspective and make any necessary changes or suggestions that will have a positive impact on the business and on call center employees.

About you…

  • Bachelor’s degree or equivalent business experience required.
  • Strong knowledge of Microsoft Excel required.
  • Experience with scheduling management and Salesforce preferred.
  • 1 to 3 years experience in operations and/or workforce management required.
  • Adept at networking and building relationships with all levels of management and staff.
  • Excellent written, verbal, analytical and communication skills.
  • Ability to work in virtual team environment

About Progyny: 

Progyny is a leading fertility benefits management company in the US. We are redefining fertility and family building benefits, proving that a comprehensive and inclusive fertility solution can simultaneously benefit employers, patients, and physicians. Our benefits solution empowers patients with education and guidance from a dedicated Patient Care Advocate (PCA), provides access to a premier network of fertility specialists using the latest science and technologies, reduces healthcare costs for the nation’s leading employers, and drives optimal clinical outcomes. We envision a world where anyone who wants to have a child can do so. 

Our mission is to make any member’s dream of parenthood come true through a healthy, timely, and supported fertility and family building journey. 

Come join a company that’s been recognized by Modern Healthcare as one of the Best Places to Work in Healthcare.  

Our perks: 

  • Family friendly benefits: 
  • Paid maternity and paternity 
  • Fertility benefits (including egg freezing and IVF) 
  • Emergency childcare program 
  • Parent’s group 
  • Health, dental, vision and life insurance options for employees and family 
  • Paid vacation and summer flex time 
  • Company equity 
  • Bonus program 
  • 401K Match 
  • Monday breakfasts/ Friday lunches/ healthy snacks 
  • Company social events 
  • Sit/ stand desks  

Progyny is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.