Rea Time Analyst | Workforce Management
Clipboard Health · Anywhere in the World · posted 1 year ago
Clipboard Health is a rapidly scaling Series C marketplace with strong roots in the Long Term Care sector, now expanding into other verticals such as Dental Offices and Schools. Recognized as a Y Combinator Top Company, we are a remote-first team of over 600 professionals operating globally. Profitable since 2022, we power millions of shifts annually across the U.S., connecting tens of thousands of healthcare professionals to workplaces seamlessly. We’re growing fast and looking for passionate contributors to fuel our mission of transforming how healthcare staffing works.
Position Overview: Real Time Analyst (Workforce Operations)
As a Real Time Analyst (RTA) within our Workforce Management team, you’ll ensure smooth queue management and help maintain our Service Level Agreements (SLAs) across multiple programs. This role is crucial in aligning daily operational execution with strategic workforce planning. You’ll track and respond to volume fluctuations in real-time, enabling the team to perform optimally and meet business demands efficiently.
Your Key Responsibilities
- Adjust forecasts to reflect real-time changes and operational realities
- Manage agent schedules, ensuring proper coverage and break/training balance
- Monitor live queues, detect volume spikes, and prevent SLA breaches
- Onboard and offboard agents efficiently in internal systems
- Track seat and license usage across platforms to ensure cost control
- Monitor attendance and leave records to ensure adequate hourly staffing
- Maintain and manage company-wide holiday and shift scheduling
- Report on agent performance, adherence, and productivity to leadership
- Provide root cause analysis for any service dips and drive resolution strategies
Required Qualifications
- 3+ years in a contact center or support operations environment
- 2+ years of direct Workforce Management experience
- Strong analytical skills and fluency in tools like Excel or Google Sheets
- Detail-oriented with a focus on clean, structured execution
- Deep experience building reports, managing forecasts, and process optimization
- Proactive problem solver with a strategic mindset and data-driven approach
What to Expect in Your First Days
Day 1–15
You’ll be fully trained on our internal tools like Metabase, Google Sheets, and Zendesk. You'll begin producing reports and analyzing recent SLA trends while identifying improvements in systems and processes.
Day 16–30
You’ll own all RTA responsibilities. From accurate reporting and adherence tracking to proactive issue detection and resolution — you’ll become a key part of the team’s operational engine.
Perks and Benefits
Day 1–15
You’ll be fully trained on our internal tools like Metabase, Google Sheets, and Zendesk. You'll begin producing reports and analyzing recent SLA trends while identifying improvements in systems and processes.
Day 16–30
You’ll own all RTA responsibilities. From accurate reporting and adherence tracking to proactive issue detection and resolution — you’ll become a key part of the team’s operational engine.
Perks and Benefits
- Unlimited Paid Time Off
- 100% Remote Role (open globally, excluding USA)
- High-impact opportunity in the healthcare staffing space
Our Hiring Process
- Application Submission
- Case Study Assessment
- Hiring Manager Interview (Technical & Analytical Evaluation)
- Executive Interview (Culture & Vision Alignment)
- Final Offer
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