Workforce Analyst (HCF Support)

at  Clipboard Health

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 healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

SYSTEM REQUIREMENTS

• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

ABOUT THE ROLE

The Real Time Analyst lives in the Customer Operations Workforce Management team and is responsible for forecasting volumes in assigned customer queues, creating schedules based on those forecasts, plotting agents into those schedules, onboarding and off-boarding agents from tools such as Zendesk and Amazon Connect, 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, and exhibit initiative and curiosity.

DAY-TO-DAY RESPONSIBILITIES

• Forecasting volumes and 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