Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a company that values contributions and provides opportunities for career growth. The Workforce Management - Real-Time Adherence, Professional is responsible for monitoring live operational conditions, managing staffing risks, and ensuring service-level performance is maintained through effective communication and collaboration with various teams.
Responsibilities
• Monitor queues, volumes, handle times, agent status, occupancy, backlog, and service-level trends to identify intraday risks early
• Interpret live dashboards and operational signals to determine when action, escalation, or stakeholder communication is required
• Protect service performance while balancing customer experience, employee experience, productivity, and operational constraints
• Manage or oversee adherence follow-up, schedule exceptions, unplanned absences, system issues, volume spikes, and staffing gaps
• Execute or govern approved actions such as overtime, VTO, UPTO, queue support, break movement, and schedule updates to align supply with demand
• Respond to incidents using defined playbooks, escalation paths, and documentation standards
• Provide timely, concise updates to supervisors, operations leaders, WFM partners, and global delivery teams regarding risks, actions, and tradeoffs
• Use standard decision guardrails and escalation expectations so operational leaders understand options, impacts, and next steps
• Partner with scheduling, capacity planning, reporting, training, quality, and technology teams to resolve recurring operational barriers
• Apply RTA standards, operating cadences, documentation expectations, and quality controls consistently
• Identify recurring adherence, staffing, communication, or escalation gaps and translate them into process improvements, coaching, or playbook updates
• Support a proactive performance enablement culture rather than reactive reporting or task execution
Skills
• Bachelor's degree. Extensive experience in Workforce Management may be substituted for a degree
• One (1) or more years of workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations experience
• Strong analytical, critical-thinking, problem-solving, and decision-making skills with capability in supporting assigned work accurately, following established processes, and identifying risks early
• Experience supporting real-time adherence and intraday management activities in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments
• Excellent written and verbal communication skills with the ability to explain workforce insights to operational and non-technical audiences working in hybrid U.S./global delivery models or cross-functional operational environments
• Working knowledge of Verint, ACD dashboards, adherence tools, Excel, and operational reporting
• Experience with NICE preferred but not required
Benefits
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.
• We also have a variety of leadership and technical development academies to help build your skills and capabilities.
Company Overview
• Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital. It was founded in 2009, and is headquartered in Irving, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.gainwelltechnologies.com/.