Real Time Analyst | Workforce Management

Job Description

Clipboard Health is seeking a Real Time Analyst to join their Customer Operations Workforce Management team. The Real Time Analyst will be responsible for managing the queue and ensuring that Service Level Agreements for various programs are met. This role involves onboarding and offboarding agents from tools like Zendesk and Five9, managing access to Clipboard Health tools and systems, overseeing time off tracking and attendance adherence, and performing analysis when Service Level Agreements are not being met. The ideal candidate is detail-oriented, comfortable with math and data, proficient in Spreadsheets, and exhibits initiative and curiosity.Responsibilities:

• Revising forecasts when reality does not meet expectations
• Ensuring agents are scheduled properly and adhering to schedules
• Monitoring support queues for volume buildups and addressing Service Level Agreement slippage
• Providing root cause analysis of response and resolution time dips
• Onboarding and off-boarding agents from Clipboard Health systems
• Tracking seat/license usage to ensure budget adherence
• Monitoring attendance and PTO system
• Overseeing holiday schedule management
• Providing information to operational leaders on agent productivity and adherence

Requirements:

• 3+ years of experience in a contact center environment
• 2+ years of experience in a Workforce Management role
• Exceptional math skills and comfort navigating messy data (Excel/Google Sheets)
• Attention to detail
• Expertise in creating reports and automations, working with forecasts and deviations
• Strong problem-solving skills

Clipboard Health offers:

• A global, remote team environment