About the Role
The Real Time Analyst is part of the Workplace Operations Workforce Management team and is responsible for managing the queue to ensure Service Level Agreements for various programs are met. This role is essential in keeping the support team’s engine running smoothly. You’ll ensure the right people are in the right place at the right time, balancing business needs with daily operations. Whether it’s spotting issues before they arise, keeping operations on track behind the scenes, or making strategic moves to meet business goals, your impact will be felt teamwide.
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Day-to-Day Responsibilities
- Revising forecasts when reality does not meet expectations
- Ensuring that all agents are scheduled properly and adhering to schedules, including the management of breaks and trainings
- Closely monitoring support queues for volume buildups and addressing any Service Level Agreement slippage
- Managing and scheduling agent breaks and training modules strategically to minimize impact and ensure timely completion
- Providing clear root cause analysis for any dips in response and resolution times
- Onboarding new agents into CBH systems promptly
- Off-boarding former agents from CBH systems in a timely manner
- Tracking seat/license usage across tools to stay within budget
- Monitoring attendance and the PTO system to maintain required headcount at all times
- Overseeing holiday schedule management
- Providing operational leaders with data 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: exceptionally strong with numbers and capable of navigating messy data; highly proficient in Excel/Google Sheets
- Attention to detail: meticulous about crossing T’s and dotting I’s
- Expertise: experience creating Reports and Automations, working with Forecasts and Deviations, and strong understanding of workforce management models
- Problem-Solving: proactively gather relevant data, implement effective resolutions, analyze root causes, consider all perspectives, and prioritize key factors aligned with long-term plans and goals
Your First Days
15 Days
By day 15, you’re an expert in navigating CBH systems and tools. You can generate reports in Metabase, Google Sheets, and Zendesk and provide insightful analysis on recent SLA slippages. You have a clear understanding of your responsibilities and have identified areas for improvement in processes and reporting.
30 Days
You are now fully managing all RTA responsibilities. You consistently deliver accurate reports on attendance adherence and PTO, and handle schedule change requests efficiently. When response times dip, you promptly identify the cause, conduct a thorough root cause analysis, and provide actionable recommendations.
Benefits
- Unlimited PTO
- Fully Remote
- Opportunity to make a significant impact with healthcare customers
Working Environment
- 100% Remote Globally (Excluding USA
Hiring Process
- Application
- Case Study
- HM Interview (Technical Knowledge + Problem Solving)
- Executive Interview (Culture Fit)
- Offer