Workforce Management RTA, Professional

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 RTA (Real-Time Analyst) – Professional at Gainwell, you will support real-time monitoring and workforce coordination activities across customer experience and healthcare service delivery operations. This role focuses on tracking performance, supporting intraday adjustments, and ensuring service levels are maintained. You will work closely with operations and workforce management teams to help optimize staffing and support efficient service delivery in a fast-paced environment. 

Your role in our mission

When joining Gainwell, you will:  

• Monitor real-time performance metrics, including call volume, queue activity, and adherence levels 

• Assist with intraday staffing adjustments to maintain service levels and meet operational targets 

• Support reporting and tracking of daily performance metrics and workforce data 

• Collaborate with operations teams to communicate performance updates and support issue resolution 

• Follow established workforce management processes and contribute to continuous improvement efforts 

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 in California. Must be available to work PST hours.
• 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 will accept applications until 9/28/2026.

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The pay range for this position is $55,300.00 - $75,000 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.