Workforce Management RTA, Professional
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Job Description
Real-time workforce analyst monitoring performance and adjusting staffing for Gainwell’s healthcare service operations. Supporting workforce data, service levels, and cross-functional operational teams.
Responsibilities:
- 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
- Monitor live operational performance and respond to changing staffing and service conditions
- Collaborate regularly with Operations, WFM, Scheduling, Capacity Planning, Training, Quality, Reporting, Technology, and other cross-functional teams
- Contribute to improved service performance, workforce efficiency, and customer experience outcomes
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 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
- Must be available to work PST hours
Benefits:
- Work flexibility
- Learning and career development
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies
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