Workforce Management - Real Time Analyst

The role

You will serve as a central governance layer for live operations across multiple Lines of Business. You will diagnose business impacts, identify root causes, and prescribe actions to preserve SLA and customer experience.

What you will do

• Distill complex operational signals into high-impact narratives for stakeholders.
• Analyze long-term business trends and financial efficiency of SLA safeguarding.
• Conduct forensic audits of agent behaviors to eliminate capacity drains.
• Enact queue management playbooks for real-time levers across multiple LoBs.
• Partner with WFM to create a feedback loop for planning and scheduling improvement.
• Document best practices into governed frameworks and playbooks.

Required qualifications

• Ability to translate complex data into a clear jargon-free business story.
• Comfortable presenting actionable insights to senior leadership under high-pressure conditions.
• Expert proficiency in Google Sheets.
• Ability to build complex, automated tracking tools and forensic audits from scratch.
• Demonstrated experience making high-judgment decisions in environments with aggressive SLAs and fluctuating volume patterns.
• Ability to take ownership in documenting best practices into governed frameworks and playbooks.
• Comfortable operating autonomously in a 24/7 environment.

Nice to have

• Familiarity with Metabase
• Familiarity with Amazon Connect
• Familiarity with Zendesk Omnichannel routing
• Familiarity with Assembled WFM

Before you apply

• Application
• Intro Call with Recruiter
• Case Study
• Interview with Central WFM - RTA Team Lead
• Interview with Queue Operations Manager - Core Services

About the company

Clipboard is a remote-first team of over 1,000 people that connects healthcare professionals with workplaces through an app-based marketplace. They are a leader in Long-Term Care staffing and are expanding into Home Health and Hospitals.