Real Time Administrator, Workforce Management

Accolade, Inc.

Prague, Czechia


Position summary

rational performance and executing business processes to mitigate risks to service. The successful candidate will be (or rapidly become) proficient in WFM and telephony platforms. This position requires the ability to make decisions independently, and the ability to communicate with all levels of the organization, from entry-level to senior management, in writing and verbally. The workload is very detail-oriented and central to the delivery of Accolade's services.

Working hours: 15:30 - 24:00 CET (Monday - Friday), the role is remote

A day in the life...

  • Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure

  • Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities

  • Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue

    • Minimize the general over- and under-serving of accounts
    • Minimize fire-drills to recover service levels
  • Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules

  • Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests

  • Escalate systems-related issues, as appropriate

What we are looking for...

  • 2-3 years minimum related experience preferred or equivalent combination of education and experience.

  • Knowledge of telephony and WFM systems preferred, but not required.

  • Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required.

  • Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.

  • Detail-oriented, inquisitive, enjoys problem-solving.

  • Proven ability to 'roll up your sleeves' and make a contribution quickly.

  • Operates from a perspective of truly caring about and creating value for our clients (internal and external).

  • Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions

While working in Accolade you will enjoy the following benefits:

  • Stock Options Purchase Programme

  • 5 weeks of paid vacation

  • 6 personal days per year (prorated start between Jan-June=6, July-December=3)

  • Card Gastro in value of 130 CZK per working day (without employee contribution)

  • Card Flexi in value of 750 CZK per month or Multisport Card

  • Pluxee Flexi Pass Card in value of 350 CZK per month for all employees

  • Head Space Emotional Support app (

  • Carrot - support on family forming journey (

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  • Yoga Classes with a contribution

  • 1 paid day off for volunteerism per year

Our people are the Heart of Accolade

Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:

Member Obsessed

For everything we do, we ask ourselves: Is this going to make our member's life measurably better?

Be Fearless

We think differently. We do what's never been done. We are reinventing healthcare every step of the way.

Stronger Together

We honor the differences among one another and know that our unique perspectives drive us forward.

Genuine Care

We care deeply about the human beings we work with and serve. We have each other's back.

Embrace Reality

We bring the data, tell the truth, and trust each other.

Relentless Execution

We operate with a bias for action. Take initiative, move fast & have fun.

Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at You can also report it to your state attorney general.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.