Real Time Analyst

Summary

Join Clipboard Health, a fast-growing tech startup, as a Real Time Analyst to manage the queue, ensure Service Level Agreements are met, and perform analysis. This role is fully remote, but currently not recruiting candidates based in the USA or Canada.

Requirements

• 3+ years experience in a contact center environment
• 2+ years experience in a Workforce Management role
• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Responsibilities

• Revising forecasts when reality does not meet expectations
• Ensuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings
• Closely monitoring support queues for any volume buildups and taking action to address any Service Level Agreement slippage
• Providing clear root cause analysis of any dips to our response and resolution times
• Onboarding new agents into CBH systems in a timely manner
• Off-boarding former agents from CBH systems in a timely manner
• Tracking seat / license usage in various tools to ensure we are staying within budget
• Monitoring attendance and the PTO system to ensure that we are not falling below required headcount in any given hour
• Overseeing holiday schedule management
• Providing information to operational leaders on agent productivity and adherence