Real Time Analyst

Summary

Join Clipboard Health's Customer Operations Workforce Management team as a Real Time Analyst! Manage queues, ensure Service Level Agreements are met, and onboard/offboard agents using tools like Zendesk and Five9. Responsibilities include monitoring support queues, analyzing SLA performance, and providing root cause analysis. You'll need 3+ years of contact center experience and 2+ years in Workforce Management, along with strong math and Excel skills. This fully remote position offers a competitive salary ($12,000-$18,000 annually) and growth opportunities within the team. Enjoy a supportive environment where you can make a real impact on the company's success.

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

Benefits

• Salary: $12,000 - $18,000 USD annually
• Fully remote position
• Growth opportunities within the Workforce Management team