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
As a Workforce Management Real-Time Analyst, you will help protect service performance by monitoring live operational conditions, identifying intraday staffing and adherence risks, and executing timely workforce actions.
You will partner with Operations, WFM, and global delivery teams to monitor service levels, optimize staffing throughout the day, communicate emerging risks, and help ensure workforce resources remain aligned with customer demand.
Your role in our mission
- 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.
What we're looking for
- 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.
- Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred.
- Working knowledge of Verint, ACD dashboards, adherence tools, Microsoft Excel, and operational reporting.
- NICE experience is beneficial.
- 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 working across U.S. and global delivery teams or cross-functional operational environments preferred.
What you should expect in this role
- Remote position supporting business needs across U.S. time zones and global delivery partnerships.
- Regular collaboration with Operations, WFM, Scheduling, Capacity Planning, Training, Quality, Reporting, Technology, and other cross-functional teams.
- Spend much of your day monitoring live operational performance and responding to changing staffing and service conditions.
- Work in a fast-paced environment where priorities may shift throughout the day based on customer demand and operational needs.
- Opportunity to develop deeper expertise in real-time workforce management, adherence, intraday staffing, and operational analytics.
- Opportunity to contribute to improved service performance, workforce efficiency, and customer experience outcomes.
This position is being posted for pipeline purposes, and we welcome applications on an ongoing basis.
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The pay range for this position is $55,300 - $79,000 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.
