Real Time Analyst | Workforce Management @ Clipboard Health | Jobright.ai
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Real Time Analyst | Workforce Management jobs in United States
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Clipboard Health · 23 hours ago

Real Time Analyst | Workforce Management

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Contact Center ExperienceWorkforce ManagementExcelGoogle SheetsData AnalysisZendeskMetabaseForecastingRoot Cause Analysis

Required

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

Company

Clipboard Health

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Clipboard Health is a marketplace where nurses and CNAs can search for jobs, and where healthcare facilities can fill open shifts.

Funding

Current Stage
Late Stage
Total Funding
$94.12M
Key Investors
Sequoia CapitalIVP
2022-02-01Series C· $30M
2021-03-01Series B· $50M
2019-09-11Series A· $11.9M

Leadership Team

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Wei Deng
CEO & Founder
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Louisa Xu
Investor
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Company data provided by crunchbase
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