Real-Time WFM Analyst & Operational Architect

Clipboard

United States

Remote

USD 60,000 - 90,000

Full time

2 days ago

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Job summary

Clipboard is seeking a WFM Central - Real Time Analyst to act as the central governance layer for live operations across multiple Lines of Business. This role goes beyond monitoring, requiring forensic analysis and storytelling with data to senior leaders.

You will diagnose root causes, prescribe actionable levers, and ensure SLA and customer experience across a 24/7 global footprint. You will own all aspects of queue management, partner with operations leadership, and drive structured

Qualifications

Exceptional communication: translate complex data into a clear business story.
Advanced forensic analysis: build automated tracking tools and audits.
Strategic judgment in high-SLA, high-volume environments.
Own documentation of best practices and playbooks.
Autonomy in a 24/7 global operations setting.
Familiarity with contact-center tech stack (Amazon Connect, Zendesk).

Responsibilities

Stakeholder storytelling: distill signals into high-impact narratives for leadership.
Business-level analysis: evaluate SLA efficiency and staffing vs. demand density.
Operational control & forensic auditing: diagnose issues during incidents.
Centralized governance: create queue management playbooks across LoBs.
Strategic planning & optimization: collaborate with WFM for planning improvements.