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Real Time Analyst | Workforce Management (Asia)
Posted about 1 month agoViewed
💎 Seniority level: Middle, 3+ years
💸 Salary: 12000.0 - 18000.0 USD per year
🔍 Industry: Healthcare
🏢 Company: Clipboard Health👥 501-1000💰 $30,000,000 Series C about 3 years agoMarketplaceMedicalHealth Care
🗣️ Languages: English
⏳ Experience: 3+ years
Requirements:
- 3+ years experience in a contact center environment
- 2+ years experience in a Workforce Management role.
- Exceptionally good at math and comfortable navigating messy data
- Very good at Excel/Google Sheets
- Created Reports and Automations before, worked with Forecast and its Deviations and have strong mental models for how a workforce should be managed.
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
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