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Workforce Management Specialist
3 months ago
Position Overview
The Real-Time Operations Analyst is a vital member of the Customer Operations Workforce Management team at Clipboard Health. This role focuses on predicting traffic in designated customer service queues, developing schedules based on these predictions, assigning agents to their respective schedules, and managing the onboarding and offboarding processes for agents using platforms such as Zendesk and Amazon Connect. Additionally, this position oversees access to Clipboard Health tools and systems, monitors attendance and time-off requests, and conducts analyses when service level agreements are not met. The ideal candidate is detail-oriented, proficient with numbers and data, and demonstrates a proactive and inquisitive nature.
Key Responsibilities
- Forecasting customer service volumes and adjusting predictions as necessary
- Ensuring proper scheduling of all agents and adherence to those schedules, including managing breaks and training sessions
- Monitoring support queues closely for any volume increases and taking appropriate actions to mitigate any service level agreement breaches
- Providing comprehensive root cause analysis for any declines in response and resolution times
- Efficiently onboarding new agents into Clipboard Health systems
- Timely offboarding of former agents from Clipboard Health systems
- Tracking seat and license utilization across various tools to maintain budget compliance
- Monitoring attendance and the PTO system to ensure adequate staffing levels are maintained
- Managing holiday scheduling
- Delivering insights to operational leaders regarding agent productivity and adherence
Essential Qualifications
- Exceptional mathematical skills and comfort with complex data analysis, particularly in Excel
- Meticulous attention to detail, ensuring thoroughness in all tasks
- Proven experience in creating schedules and forecasts, with a solid understanding of workforce management principles
Initial Expectations
First Month
Within the first month, you will become proficient in navigating Clipboard Health's systems and tools, generating reports in Metabase, Google Sheets, and Zendesk, and providing analysis on recent service level agreement issues. By the end of this period, you will have developed a comprehensive plan for managing PTO and a robust forecast that can withstand scrutiny, along with an accompanying agent schedule.
Second Month
By the second month, you will be onboarding and offboarding agents consistently and accurately, providing reports on attendance adherence and PTO, and assisting in scheduling new agents. You will quickly identify any response time issues and provide timely root cause analysis along with actionable recommendations.
Technical Requirements
- Minimum 15Mbps internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB RAM
- Quiet working environment
- Stable power and internet connection
This position is fully remote.
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