Clipboard Health: Rea Time Analyst | Workforce Management

Headquarters: California

URL: https://clipboardhealth.com

Concerning the Function:

The Actual Time Analyst lives within the Office Operations Workforce Administration workforce and is liable for managing the queue and ensuring that the Service Degree Agreements for numerous applications are met. 

This function retains the engine of our help workforce working easily. You’ll assist be sure that the suitable individuals are in the suitable place on the proper time, balancing enterprise wants with the realities of day-to-day operations. Whether or not it’s recognizing points earlier than they develop into issues, conserving issues on monitor behind the scenes, or making savvy strikes to fulfill enterprise objectives, your efforts will make a powerful affect teamwide.

Day-to-Day Obligations: 

• Revising forecasts when actuality doesn’t meet expectations
• Making certain that every one brokers are scheduled correctly and that the schedules are being adhered to, together with the administration of breaks and trainings
• Intently monitoring help queues for any quantity buildups and taking motion to deal with any Service Degree Settlement slippage
• Handle and schedule agent breaks and coaching modules, strategically inserting them to reduce operational affect whereas guaranteeing well timed completion.
• Offering clear root trigger evaluation of any dips to our response and backbone occasions
• Onboarding new brokers into CBH techniques in a well timed method
• Off-boarding former brokers from CBH techniques in a well timed method
• Monitoring seat / license utilization in numerous instruments to make sure we’re staying inside finances
• Monitoring attendance and the PTO system to make sure that we aren’t falling under required headcount in any given hour
• Overseeing vacation schedule administration
• Offering info to operational leaders on agent productiveness and adherence

Profile Should Haves:

• 3+ years expertise in a contact middle atmosphere
• 2+ years expertise in a Workforce Administration function.
• Math: you might be exceptionally good at it and cozy navigating messy information. This contains being superb at Excel/Google Sheets
• Consideration to element: you cross all of the T’s and dot all of the I’s, ensuring nothing is ignored
• Experience: You’ve created Stories and Automations earlier than, labored with Forecast and its Deviations and have sturdy psychological fashions for a way a workforce must be managed.
• Drawback-Fixing: Proactively collect related information from acceptable sources, implement efficient resolutions, think about all of the details and different views, and conduct thorough root trigger evaluation. At all times check with long-term plans and objectives, and prioritize key elements to make sure complete and efficient decision-making.

Your First Days

15 Days

By the tip of your first 15 days, you may have develop into an skilled in navigating CBH’s techniques and instruments. You possibly can comfortably generate studies in Metabase, Google Sheets, and Zendesk, offering insightful evaluation on current SLA slippages. Moreover, you may have a transparent understanding of your tasks and have recognized alternatives for course of and reporting enhancements.

30 Days

You’re seamlessly taking up all RTA tasks, persistently offering correct studies on attendance adherence and PTO, and effectively dealing with any schedule change requests. When response occasions start to slide, you promptly determine the difficulty, conduct an intensive root trigger evaluation, and supply actionable suggestions to deal with it.

Advantages:

• Limitless PTO
• Absolutely Distant
• Alternative to make a major affect with healthcare clients

Working Surroundings

• 100% Distant Globally (Excluding USA)

Hiring Course of:

1. Software 
2. Case Research
3. HM Interview (Technical Data + Drawback Fixing)
4. Govt Interview (Tradition Match)
5. Provide

To use: https://weworkremotely.com/remote-jobs/clipboard-health-rea-time-analyst-workforce-management