Clipboard Health
Real Time Analyst | Workforce Management
Job Summary
The Real Time Analyst role involves managing the support queue and ensuring Service Level Agreements are met within a contact center environment. Key responsibilities include onboarding and offboarding agents, tracking attendance and time off, monitoring support volume, and analyzing SLA performance. Candidates should have experience in workforce management, be highly detail-oriented, and proficient in data analysis and reporting. The role requires strong problem-solving skills and familiarity with tools like Zendesk, Five9, and Google Sheets.
Required Skills
Job Description
Why Clipboard Health Exists:
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.
About Clipboard Health:
Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.
About the Role
The Real Time Analyst lives in the Customer Operations Workforce Management team and is responsible for managing the queue and making sure that the Service Level Agreements for various programs are met.
Part of their duties are onboarding and offboarding of agents from tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever Service Level Agreements are not being met. You are detail-oriented, comfortable with math and data, great with Spreadsheets and exhibit initiative and curiosity.
Day-to-Day 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
Profile Must Haves
- 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.
Your First Days
15 Days
By the end of your first 15 days, you have become an expert in navigating CBH's systems and tools. You can comfortably generate reports in Metabase, Google Sheets, and Zendesk, providing insightful analysis on recent SLA slippages. Additionally, you have a clear understanding of your responsibilities and have identified opportunities for process and reporting improvements.
30 Days
You are seamlessly taking over all RTA responsibilities, consistently providing accurate reports on attendance adherence and PTO, and efficiently handling any schedule change requests. When response times begin to slip, you promptly identify the issue, conduct a thorough root cause analysis, and offer actionable recommendations to address it.
System Requirements
- Minimum 15Mbps internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
Clipboard Health
We connect professionals with open shifts at top facilities. Facilities get the help they need and professionals get the flexibility, freedom, and great rates to live life to the fullest.
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