Workforce Management - Real Time Analyst

About the role

Clipboard, a remote-first workforce management company founded in 2016, is seeking a WFM Central Real Time Analyst to act as the central governance layer for live operations across several Lines of Business. The role suits a forensic operator who works as an operational architect and partner to operational leadership, evolving operations toward a standardized, fiscally sound control model. It is remote and based in the Caribbean.

Key responsibilities

• Turn complex operational signals into clear, data-backed stories for stakeholders from Team Leads to Directors, explaining what actions are needed.
• Analyze long-term business trends, the financial efficiency of SLA safeguarding and the fiscal impact of current staffing versus demand density.
• Act as the authoritative voice during incidents, conducting forensic audits of agent behavior such as "On Hold" abuse or status irregularities.
• Enact queue management playbooks across multiple LoBs so that aggressive SLAs are preserved through structured accountability.
• Partner with WFM to set up a feedback loop for continuous improvement in planning and scheduling.

Required profile

• Proven ability to turn complex data into a jargon-free business story and present insights to senior leadership under pressure.
• Experience making high-judgment decisions in environments with aggressive SLAs and fluctuating volume.
• Ability to document best practices into governed frameworks and playbooks.
• Comfortable working autonomously in a 24/7 environment within a high-impact, interdependent team.

Required skills

• Advanced Google Sheets, including building complex, automated tracking tools and audits from scratch.
• Familiarity with Metabase preferred.
• Familiarity with Amazon Connect, Zendesk Omnichannel routing and Assembled WFM highly preferred.

The hiring process includes an intro call with a recruiter, a case study, interviews with the Central WFM Real Time Analyst team lead, the Queue Operations Manager and the Head of Core Services, and a final culture interview with executive leadership.