Real Time Analyst

Summary

Join Clipboard Health's Customer Operations Workforce Management team as a Real Time Analyst! This globally remote position focuses on managing agent schedules, monitoring support queues, and ensuring Service Level Agreements are met. You will be responsible for onboarding and offboarding agents, tracking attendance and PTO, and performing root cause analysis for any SLA slippages. The ideal candidate possesses 3+ years of contact center experience and 2+ years in Workforce Management, with exceptional math skills and attention to detail. You'll be proficient in using various tools like Zendesk, Five9, and spreadsheets, and have experience creating reports and automations. This role offers the opportunity to make a significant impact on a fast-growing company.

Requirements

• 3+ years experience in a contact center environment
• 2+ years experience in a Workforce Management role
• Exceptional math skills and comfortable navigating messy data. This includes being very good at Excel/Google Sheets
• Strong attention to detail
• Experience creating Reports and Automations, working with Forecast and its Deviations and having strong mental models for how a workforce should be managed
• Proactively gather relevant data from appropriate sources, implement effective resolutions, consider all the facts and other perspectives, and conduct thorough root cause analysis. Always refer to long-term plans and goals, and prioritize key factors to ensure comprehensive and effective decision-making
• 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

Benefits

Globally Remote position