Workforce Management Real-Time Analyst
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Job Description
Real-time workforce analyst monitoring live healthcare operations for Gainwell Technologies. Optimizing staffing, adherence, queues, and service levels across U.S. and global delivery teams.
Responsibilities:
- Monitor queues, volumes, handle times, agent status, occupancy, backlog, service levels, and other real-time performance indicators
- Monitor schedule adherence, staffing levels, unplanned absences, system issues, volume fluctuations, and other service-impacting conditions
- Execute approved intraday workforce actions, including overtime, voluntary time off, unpaid time off, queue support, break adjustments, and schedule updates
- Analyze real-time staffing versus demand and escalate service-level or capacity risks
- Communicate risks, actions, and potential impacts to supervisors, Operations leaders, WFM partners, and global delivery teams
- Respond to operational incidents using playbooks, escalation procedures, and documentation standards
- Partner with Scheduling, Capacity Planning, Reporting, Training, Quality, and Technology teams
- Identify trends and contribute to process improvements
- Use Verint, ACD dashboards, adherence tools, Excel, and operational reporting to support workforce decisions
Requirements:
- 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
- Experience working across U.S. and global delivery teams or cross-functional operational environments preferred
Benefits:
- Flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership development academies
- Technical development academies
- Work flexibility
- Learning and career development opportunities
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