About the Role:

The Real-Time Analyst is part of the Workplace Operations Workforce Management team and plays a key role in overseeing support queues to ensure service level targets are consistently met across various programs.

This position is essential to keeping our support operations running efficiently. You’ll help align staffing with business demands, anticipate and resolve issues early, and make strategic decisions that support overall team performance and business objectives.

Day-to-Day Responsibilities:

– Adjust forecasts when actual performance differs from expectations
– Ensure agents are properly scheduled and following their schedules, including managing breaks and training sessions
– Monitor support queues closely and take action to prevent or resolve service level issues
– Strategically schedule agent breaks and training to minimize disruption while ensuring completion
– Provide clear analysis of any declines in response or resolution times
– Onboard new agents into CBH systems promptly
– Remove departing agents from CBH systems in a timely manner
– Track usage of seats and licenses across tools to stay within budget
– Monitor attendance and PTO to maintain adequate staffing levels
– Manage holiday scheduling
– Share productivity and adherence data with operational leaders

Profile Must Haves:

– At least 3 years of experience in a contact center environment
– Minimum 2 years in a Workforce Management role
– Strong math skills and comfort working with complex data sets, especially in Excel or Google Sheets
– Exceptional attention to detail
– Proven experience creating reports and automations, working with forecasts and deviations, and applying effective workforce management strategies
– Strong problem-solving skills: gather relevant data, analyze root causes, consider multiple perspectives, and make decisions aligned with long-term goals

Your First Days:

15 Days:
By day 15, you’re proficient in using CBH’s systems and tools. You can generate reports using Metabase, Google Sheets, and Zendesk, and analyze recent SLA issues. You also have a solid grasp of your role and have identified areas for process and reporting improvements.

30 Days:
By day 30, you’ve fully taken over Real-Time Analyst duties. You’re delivering accurate reports on attendance and PTO, managing schedule changes efficiently, and quickly identifying and resolving any issues affecting response times through thorough analysis and actionable solutions.

Benefits:

– Unlimited paid time off
– Fully remote position
– Opportunity to make a meaningful impact in the healthcare sector

Working Environment:

– 100% remote globally (excluding the USA)

Hiring Process:

1. Application
2. Case Study
3. Hiring Manager Interview (Technical & Problem-Solving)
4. Executive Interview (Culture Fit)
5. Offer