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Real Time Analyst | Workforce Management
Clipboard Health
posted 1mon ago
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Key skills for the job
Job Description
- 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 exceptionallygood at it and comfortable navigating messy data. This includes being very good at Excel/Google Sheets
- Attention to detail : you cross all the Ts and dot all the Is, 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.
Employment Type: Full Time, Permanent
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