Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
A Workforce Management - Real-Time Adherence, Professional is responsible for protecting service performance by monitoring live operational conditions, identifying intraday staffing and adherence risks, and executing approved real-time actions quickly and accurately. This role supports queue monitoring, adherence management, net staffing optimization, real-time communication, incident response, and escalation routines. The role works closely with U.S. operations and global delivery partners to ensure risks are surfaced early, actions are documented, and service-level performance is proactively protected.
Your role in our mission
- Remote role able to support across U.S. time zones and global delivery partnership needs.
- Regular collaboration with operations, WFM, training, quality, reporting, technology, and Finance partners as appropriate.
- Opportunity to improve service performance, workforce planning discipline, operational credibility, and customer experience outcomes.
- 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.
What we're looking for
- 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; additional experience with NICE preferred but not required.
What you should expect in this role
- This is a full-time permanent regular salaried (W-2) employee position.
- Monday through Friday work schedule (40 hours per week).
- Upward career advancement is possible and encouraged.
- 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.
- For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.
- Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
- The use of AI during interviews is prohibited.
- This position will accept applications until July 24, 2026.
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The pay range for this position is $47,000 - $49,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. 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.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.
