Senior Workforce Management RTA

🕒 September 16

🏄 California – Remote

🏄 California – Remote

💵 $69.1k - $98.7k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

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

• Monitor real-time service delivery performance, including queue volumes, service levels, and agent adherence • Analyze intraday data and trends to identify risks and recommend staffing adjustments • Coordinate with operations teams to implement real-time staffing actions, including schedule changes and resource reallocation • Provide reporting and insights on daily performance, highlighting risks, trends, and improvement opportunities • Support continuous improvement initiatives to enhance workforce management processes, tools, and performance outcomes • Monitor real-time operations, make staffing adjustments, and report performance • Collaborate with operations, workforce management, and leadership teams • Optimize workforce performance

🎯 Requirements

• 4+ years of experience in workforce management, real-time analysis, or contact center operations • Experience monitoring service levels, scheduling adherence, and intraday performance in a high-volume environment • Strong analytical skills with the ability to interpret data and provide actionable recommendations • Experience using workforce management tools such as NICE, Verint, or Genesys • Experience using reporting tools • Strong communication, problem-solving, and collaboration skills

🏖️ Benefits

• Work flexibility • Learning and career development • Flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies