Real Time Analyst
Clipboard Health
full-time
Posted on:
Location Type: Remote
Location: Anywhere in Latin America
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About the role
- Own real-time queue management across multiple lines of business, ensuring SLA protection and operational stability in a dynamic, 24/7 environment.
- Monitor live performance, identify anomalies, and conduct root-cause investigations to determine why changes are occurring, not just what is happening.
- Distill complex operational signals into clear, concise, and actionable updates for leadership and stakeholders during high-pressure incidents.
- Exercise independent judgment to resolve outliers and crisis situations that fall outside established SOPs, particularly during off-hours or low-support periods.
- Build and maintain forensic analyses of queue performance using Google Sheets, including large data manipulation, ad-hoc modeling, and automated tracking tools.
- Serve as a control function and voice of reason during incidents, coordinating actions, documenting decisions, and ensuring consistent execution of operational levers.
- Partner with Operations, and related teams to identify systemic risks, recurring issues, and opportunities for operational improvement.
- Support the development of governed, threshold-based alerting and guardrails for queue management, aux swapping, and outbound logic.
- Maintain a mission-first mindset with flexibility in working hours to support true 24/7 coverage as part of a small, highly interdependent team.
Requirements
- Proven experience in real-time operations, workforce management, or queue governance roles within high-volume, time-sensitive environments.
- Advanced proficiency in Google Sheets, including the ability to manipulate large datasets, build forensic audits from scratch, and automate manual processes; this is non-negotiable.
- Demonstrated ability to perform root-cause analysis and investigative work, translating noisy or ambiguous data into clear operational insights.
- Strong independent judgment and comfort operating autonomously in high-pressure situations with minimal oversight.
- Excellent written communication skills, with the ability to summarize complex queue dynamics into clear, jargon-free narratives for diverse stakeholders.
- Experience working across multiple operational workflows or lines of business, with an understanding of how upstream and downstream changes impact live performance.
- Comfort with non-traditional schedules and a willingness to adapt working hours based on operational need.
- Experience helping define or standardize operational processes, alerts, or governance frameworks is a strong plus.
Benefits
- Remote (Africa, Central & South America, the Carribean)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
real-time operationsworkforce managementqueue governanceroot-cause analysisdata manipulationforensic auditsautomated processesoperational insightsoperational workflowsgovernance frameworks
Soft Skills
independent judgmentautonomous operationhigh-pressure situation managementwritten communicationsummarization of complex dataadaptabilityflexibilityproblem-solvingstakeholder engagementcrisis management