Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a company focused on improving healthcare operations and outcomes. The Workforce Management Real-Time Analyst monitors live operational performance, identifies staffing and service-level risks, and executes timely intraday workforce actions. The role partners with Operations, WFM, scheduling, planning, reporting, and global delivery teams to optimize staffing and improve service performance.
Responsibilities
- Monitor queues, volumes, handle times, agent status, occupancy, backlog, service levels, and other real-time performance indicators to identify intraday risks
- Monitor schedule adherence, staffing levels, unplanned absences, system issues, volume fluctuations, and other conditions that may impact service performance
- Execute approved intraday workforce actions such as overtime, voluntary time off (VTO), unpaid time off (UPTO), queue support, break adjustments, and schedule updates
- Analyze real-time staffing versus demand and escalate potential service-level or capacity risks using established processes and decision guidelines
- Provide timely and concise updates to supervisors, Operations leaders, WFM partners, and global delivery teams regarding risks, actions, and potential impacts
- Respond to operational incidents using established playbooks, escalation procedures, and documentation standards
- Partner with Scheduling, Capacity Planning, Reporting, Training, Quality, and Technology teams to address recurring workforce or operational issues
- Identify trends in adherence, staffing, service performance, and escalation activity and contribute to process improvements
- Use Verint, ACD dashboards, adherence tools, Excel, and operational reporting to support accurate and timely real-time workforce decisions
Skills
- Bachelor's degree or equivalent combination of education and experience
- 1+ years of experience in workforce management, real-time adherence, contact center operations, operational planning, reporting, analytics, or related customer experience operations
- Experience supporting real-time adherence, intraday workforce management, queue monitoring, or staffing activities
- Experience monitoring service levels, staffing, adherence, volumes, or other real-time operational performance indicators
- Working knowledge of Verint, ACD dashboards, adherence tools, Microsoft Excel, and operational reporting
- Strong analytical, critical-thinking, problem-solving, and decision-making skills
- Strong written and verbal communication skills with the ability to communicate operational risks and actions clearly
- Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred
- NICE experience is beneficial
- Experience working across U.S. and global delivery teams or cross-functional operational environments preferred
Benefits
- Work flexibility
- Learning and career development
- Remote position supporting business needs across U.S. time zones and global delivery partnerships
- All salaried, full-time candidates are eligible for our generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies to help build your skills and capabilities
Company Overview
Company H1B Sponsorship