200+ applicants

Company

Clipboard Health · 20 hours ago

Real Time Analyst | Workforce Management

United States

Full-time

Remote

Mid Level

3+ years exp

Maximize your interview chances

Health CareMarketplace

Growth Opportunities

No H1B

Insider Connection @Clipboard Health

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

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