Remote Otter LogoRemoteOtter

Real Time Analyst - Remote

Posted 7 weeks ago
Customer Service
Full Time
Worldwide

Overview

The Real Time Analyst lives in the Customer Operations Workforce Management team and is responsible for managing the queue and making sure that the Service Level Agreements for various programs are met.

In Short

  • Manage the queue and ensure Service Level Agreements are met.
  • Onboard and offboard agents from tools like Zendesk and Five9.
  • Oversee time off tracking and attendance adherence.
  • Perform analysis when Service Level Agreements are not met.
  • Detail-oriented and comfortable with math and data.
  • Great with spreadsheets.
  • Proactively gather data and implement resolutions.
  • Monitor support queues for volume buildups.
  • Provide root cause analysis for response time dips.
  • Track seat/license usage to stay within budget.

Requirements

  • 3+ years experience in a contact center environment.
  • 2+ years experience in a Workforce Management role.
  • Exceptional math skills and comfortable with messy data.
  • Strong attention to detail.
  • Experience creating reports and automations.
  • Strong problem-solving skills.

Benefits

  • Work with a global, remote team.
  • Opportunity for career growth.
  • Be part of a profitable company since 2022.
  • Access to a marketplace connecting healthcare professionals.
  • Flexible working environment.
Clipboardhealth logo

Clipboardhealth

Clipboard Health is an innovative company focused on building and scaling labor marketplaces across various verticals, including Long Term Care, Dental, and Pharmacy. With a proven track record of achieving significant annualized gross sales volume without the need for additional features, Clipboard Health is committed to operational excellence and enhancing customer experiences. The company fosters a culture of creativity and risk-taking, encouraging employees to drive growth and efficiency in their roles. As a rapidly growing organization valued at $1.3 billion, Clipboard Health offers a dynamic work environment where team members can thrive while working remotely, primarily targeting markets in North America, South America, and Europe.

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