Real Time Analyst

About the Role:

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

This role keeps the engine of our support team running smoothly. You’ll help make sure the right people are in the right place at the right time, balancing business needs with the realities of day-to-day operations. Whether it’s spotting issues before they become problems, keeping things on track behind the scenes, or making savvy moves to meet business goals, your efforts will make a strong impact teamwide.

Day-to-Day Responsibilities: 

• 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
• Manage and schedule agent breaks and training modules, strategically placing them to minimize operational impact while ensuring timely completion.
• 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

Profile Must Haves:

• 3+ years experience in a contact center environment
• 2+ years experience in a Workforce Management role.
• Math: you are exceptionally good at it and comfortable navigating messy data. This includes being very good at Excel/Google Sheets
• Attention to detail: you cross all the T's and dot all the I's, making sure nothing is overlooked
• Expertise: You have created Reports and Automations before, worked with Forecast and its Deviations and have strong mental models for how a workforce should be managed.
• Problem-Solving: Proactively gather relevant data from appropriate sources, implement effective resolutions, consider all the facts and other perspectives, and conduct thorough root cause analysis. Always refer to long-term plans and goals, and prioritize key factors to ensure comprehensive and effective decision-making.

Your First Days

15 Days

By the end of your first 15 days, you have become an expert in navigating CBH's systems and tools. You can comfortably generate reports in Metabase, Google Sheets, and Zendesk, providing insightful analysis on recent SLA slippages. Additionally, you have a clear understanding of your responsibilities and have identified opportunities for process and reporting improvements.

30 Days

You are seamlessly taking over all RTA responsibilities, consistently providing accurate reports on attendance adherence and PTO, and efficiently handling any schedule change requests. When response times begin to slip, you promptly identify the issue, conduct a thorough root cause analysis, and offer actionable recommendations to address it.

Benefits:

• Unlimited PTO
• Fully Remote
• Opportunity to make a significant impact with healthcare customers

Working Environment

• 100% Remote Globally (Excluding USA)

Hiring Process:

1. Application 
2. Case Study
3. HM Interview (Technical Knowledge + Problem Solving)
4. Executive Interview (Culture Fit)
5. Offer