Real Time Analyst – Workforce Management (Contact Center Ops)

Why Clipboard Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent.

About Clipboard:

Clipboard 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 700+ 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
Join our Workplace Operations Workforce Management team as a Real Time Analyst, where you will play a vital role in managing support queues and ensuring Service Level Agreements (SLAs) are consistently met. You’ll balance staffing needs with real-time operational realities to keep the right people in the right place at the right time. Your proactive insights and rapid problem-solving will directly impact team performance and business goals.

Location & Work Environment
This is a 100% remote role open globally excluding the USA. Candidates must have reliable high-speed internet and a quiet workspace.

Day-to-Day Responsibilities

• Revise forecasts and schedules based on real-time data and operational needs.

• Ensure agent schedules adherence, including breaks and trainings, minimizing operational disruption.

• Monitor queue volumes and proactively address any risk of SLA breaches.

• Provide clear root cause analysis of response/resolution delays with actionable recommendations.

• Onboard/off-board agents promptly in CBH systems.

• Track seat/license usage to ensure budget compliance.

• Monitor attendance and PTO to maintain required headcount continuously.

• Oversee holiday scheduling with minimal impact on operations.

• Deliver regular productivity and adherence reports to leadership.
  
  

Profile Must Haves

• 3+ years in a contact center, with 2+ years in workforce management.

• Strong quantitative and analytical skills; expert in Excel/Google Sheets.

• Experienced in reporting, automation, forecasts, and workforce deviations.

• Detail-oriented with impeccable scheduling and reporting accuracy.

• Effective problem solver with root cause analysis experience.

• Excellent communication and teamwork skills.

• Adaptable to fast-paced, changing operations.

Success in the First 30 Days

• Master CBH systems and reporting tools like Metabase, Zendesk, Google Sheets, and Excel.

• Analyze SLA trends and identify improvement opportunities.

• Take full ownership of Real Time Analyst duties and communicate insights clearly.
  
  

Benefits

• Unlimited PTO

• Fully remote, global team (excluding USA)

• Opportunity for significant impact supporting healthcare operations
  
  

Hiring Process

• Application

• Case Study (technical and problem-solving assessment)

• Hiring Manager Interview

• Executive Interview