Gainwell Technologies
Healthcare Insurance • Human Services • Healthcare
Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.
WFM - Real Time Analyst
Job not on LinkedIn
October 18
Gainwell Technologies
Healthcare Insurance • Human Services • Healthcare
Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.
📋 Description
• Real-time monitoring: Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues. • Staffing adjustments: Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations. • Break management: Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels. • Adherence monitoring: Track agent adherence to their scheduled work times and identify deviations requiring intervention. • Performance reporting: Generate real-time reports on key metrics like call volume, average handle time, and service level attainment. • Collaboration with operations team: Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies. • Identifying trends: Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues. • Escalation management: Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages. • System management: Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.
🎯 Requirements
• Strong analytical skills to interpret data and make informed decisions quickly • Excellent communication skills to collaborate with operations teams and escalate issues effectively • Ability to work under pressure and make rapid adjustments in a fast-paced environment • Proficiency in workforce management software and tools • Understanding of contact center operations and key performance metrics
🏖️ Benefits
• Flexible work arrangements
Apply NowSimilar Jobs
October 15
Senior Safety Technology Analyst providing specialized safety technology support and leadership at Parexel. Overseeing the integration and validation of safety systems for improved patient outcomes.
October 6
Commissions Analyst ensuring accurate and timely incentive compensation payouts at Brightwheel. Collaborating on improvements and developing AI-native tooling to elevate financial operations.
September 26
Commissions Analyst ensuring accurate, timely commission payouts and revenue reporting for TRM Labs. Works with Sales, Finance, and Ops to reconcile, automate, and improve commission processes.
September 22
Mid-level Capture Analyst running GovWin/HigherGov searches, managing Odoo CRM pipeline, and preparing BD reports for US government opportunities at ExeQut consulting.
September 22
Sr. Invoicing Analyst at Egnyte managing invoice, credit memo processing, reconciliations, and billing support using NetSuite and Salesforce Billing for timely customer invoicing.