Intraday Analyst

Remote
Full Time
Customer Care
Experienced

About Sequel 
Sequel Med Tech is an early-stage company developing the next generation of precision drug delivery devices. 

Job Overview 
The Intraday Analyst plays a critical role in optimizing real-time workforce management within Sequel Med Tech’s Customer Care team. This individual is responsible for monitoring contact center performance, analyzing trends, and making real-time staffing adjustments to maintain service levels, efficiency, and a seamless customer experience. 

The hours for this position are Monday through Friday, 9 AM – 5 PM EST.  

Job Responsibilities and Essential Duties 

  • Real-Time Monitoring: Continuously track call volume, queue status, agent adherence, and other key contact center performance indicators. 

  • Intraday Adjustments: Implement immediate schedule modifications, including break/lunch adjustments, skill-based routing changes, and agent reassignments, to optimize service levels. 

  • Performance Analysis: Identify trends, anomalies, and areas for improvement based on real-time data, providing insights to leadership for operational adjustments. 

  • Coordination: Work closely with Workforce Management (WFM), Leadership, and Operations to ensure adequate staffing coverage throughout the day. Monitors new-hire, holiday and seasonal coverage needs. 

  • Escalation Management: Proactively flag potential service level risks and collaborate with leadership to develop contingency plans. 

  • Reporting & Documentation: Maintain accurate records of intraday performance metrics, issue logs, and corrective actions taken. 

  • Technology Utilization: Leverage workforce management tools and analytics platforms to ensure efficient call center operations. 

  • Continuous Improvement: Researches, recommends and implements call center technology and process improvements to delight customers and reduce overall costs. 

Minimum Requirements 

  • Bachelor’s degree in business, analytics, or a related field preferred; or equivalent combination of work experience and education. 

  • 2+ years of experience in real-time workforce management, contact center operations, or related roles. Experience from a medical or FDA-regulated industry is a plus but not required. 

Required Knowledge, Skills and Abilities 

  • Technical Skills: Proficiency in workforce management software, telephony systems, and Excel/data analysis tools. Talkdesk WFM experience a plus. 

  • Analytical Mindset: Strong ability to interpret data, recognize trends, and make quick, informed decisions. 

  • Problem-Solving Skills: Ability to anticipate challenges and implement effective real-time solutions. 

  • Collaboration & Communication: Strong teamwork and communication skills to work effectively across departments. 

  • Adaptability: Comfortable working in a fast-paced startup environment with evolving processes and priorities. 

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 


At Sequel, we believe that when you thrive, we thrive. That’s why we’ve designed a benefits package that’s as thoughtful as it is generous. From day one, you’re automatically enrolled in our 401k plan—no waiting, no worries—with a 6% company match and 100% immediate vesting. We prioritize your well-being, especially for our employees and their families living with diabetes, with capped out-of-pocket insulin costs and GLP-1 coverage across all plans. With multiple medical plans through Aetna, including a 100% company-paid high-deductible plan paired with employer HSA contributions, you can select what suits your needs. Additional benefits include vision and dental plans, employer-paid short-term disability, and voluntary options like accident and pet insurance.  

Need time to relax and recharge? You’ll enjoy flexible PTO and generous paid holidays, all while being part of a culture that values hard work, fun, and support. We don’t just offer jobs—we offer careers that build futures. Join us, and let’s grow together!  

Environmental/Safety/Physical Work Conditions 

  • Ensures environmental consciousness and safe practices are exhibited in decisions 

  • Use of computer and telephone equipment and other related office accessories/devices to complete assignments 

  • May work extended hours during peak business cycles 

  • Physical requirements such as lifting specific weights 

  • Some traveling is expected 

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