Offer summary

Qualifications:

3+ years of experience in a contact center environment, 2+ years of direct experience in a Workforce Management role, High proficiency in Excel and Google Sheets, Exceptional mathematical skills and strong attention to detail..

Key responsabilities:

Develop accurate forecasts to align staffing with customer service demands

Create and manage employee schedules while monitoring real-time performance

Generate regular reports on key performance indicators

Collaborate with operations managers to resolve workforce challenges.

Job description

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 professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health:

Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.

About the Role

As a Customer Operations Workforce Analyst, you will play a critical role in driving operational efficiency and customer satisfaction by forecasting workforce needs, managing real-time staffing, and optimizing scheduling. Your expertise in data analysis and workforce management tools will directly influence the effectiveness and responsiveness of our customer operations team.

This is a Globally Remote position - candidates across the world are welcome!

Day-to-Day Responsibilities

Develop accurate forecasts to align staffing with anticipated customer service demands.
Analyze historical and real-time data to adjust staffing levels proactively.
Create and manage employee schedules, factoring in absences, training, breaks, and leave.
Monitor real-time performance and staffing, making adjustments to maintain service levels.
Generate regular reports highlighting adherence, productivity, occupancy, and other key performance indicators.
Provide insights and recommendations to improve workforce efficiency and customer satisfaction.
Collaborate closely with operations managers to resolve workforce challenges swiftly.
Serve as the primary contact for workforce management inquiries and issues.

Profile Must Haves

3+ years of experience working in a contact center environment.
2+ years of direct experience in a Workforce Management role.
Exceptional mathematical skills with proven comfort in navigating complex and messy data.
High proficiency in Excel and Google Sheets, with experience creating reports and automations.
Outstanding attention to detail, ensuring accuracy and completeness in all tasks.
Strong expertise in forecasting, understanding deviations, and applying best practices for managing workforce operations.
Advanced problem-solving skills, proactively gathering relevant data, performing root cause analysis, and making well-informed, strategic decisions

Preferred Role Experience:

Workforce Analyst
Forecaster
Capacity Planner Roles

Your First 3 Weeks:

Familiarize yourself with current workforce management systems and processes.
Build relationships with team members and stakeholders across customer operations.
Conduct an initial review of historical workforce data and current staffing strategies.
Identify quick wins or immediate improvements in scheduling or forecasting methods.
Begin providing preliminary insights and recommendations to improve operational efficiency.

System Requirements