Workforce Analyst

Summary

Join Clipboard Health as a Customer Operations Workforce Analyst and play a vital role in optimizing our customer operations team's efficiency and satisfaction. This globally remote position requires forecasting workforce needs, managing real-time staffing, and optimizing scheduling. You will leverage data analysis and workforce management tools to improve responsiveness. The role involves creating employee schedules, monitoring performance, generating reports, and collaborating with operations managers. Success requires strong analytical skills, experience in workforce management, and proficiency in Excel and Google Sheets. Clipboard Health offers a fast-paced, growing environment within a profitable, globally remote team.

Requirements

• 3+ years of experience working in a contact center environment
• 2+ years of direct experience in a Workforce Management role
• Exceptional mathematical skills with proven comfort in navigating complex and messy data
• High proficiency in Excel and Google Sheets, with experience creating reports and automations
• Outstanding attention to detail, ensuring accuracy and completeness in all tasks
• Strong expertise in forecasting, understanding deviations, and applying best practices for managing workforce operations
• Advanced problem-solving skills, proactively gathering relevant data, performing root cause analysis, and making well-informed, strategic decisions

Responsibilities

• Develop accurate forecasts to align staffing with anticipated customer service demands
• Analyze historical and real-time data to adjust staffing levels proactively
• Create and manage employee schedules, factoring in absences, training, breaks, and leave
• Monitor real-time performance and staffing, making adjustments to maintain service levels
• Generate regular reports highlighting adherence, productivity, occupancy, and other key performance indicators
• Provide insights and recommendations to improve workforce efficiency and customer satisfaction
• Collaborate closely with operations managers to resolve workforce challenges swiftly
• Serve as the primary contact for workforce management inquiries and issues

Preferred Qualifications

• Workforce Analyst
• Forecaster
• Capacity Planner Roles

Benefits

Globally Remote position