Real Time Analyst

Summary

Join Clipboard Health, a fast-growing Series C marketplace, as a Real Time Analyst in the Customer Operations Workforce Management team. You will be responsible for managing the queue, ensuring Service Level Agreements are met, and overseeing agent onboarding, offboarding, time off tracking, and attendance adherence. This role requires strong analytical skills, proficiency in Excel/Google Sheets, and experience in contact center and workforce management. You will be responsible for revising forecasts, managing agent schedules, monitoring support queues, providing root cause analysis, and onboarding/offboarding agents. This is a globally remote position, offering the flexibility to work from anywhere in the world.

Requirements

• 3+ years experience in a contact center environment
• 2+ years experience in a Workforce Management role
• Math : you are exceptionally good at it and comfortable navigating messy data. This includes being very good at Excel/Google Sheets
• Attention to detail : you cross all the T's and dot all the I's, making sure nothing is overlooked
• Expertise : You have created Reports and Automations before, worked with Forecast and its Deviations and have strong mental models for how a workforce should be managed
• Problem-Solving : 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