Workforce Management Real-Time Analyst

🕒 August 22

🏄 California – Remote

🏄 California – Remote

💵 $55.3k - $79k / year

⏰ Full Time

🟢 Junior

🧐 Analyst

🦅 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 queues, volumes, handle times, agent status, occupancy, backlog, service levels, and other real-time performance indicators to identify intraday risks • Monitor schedule adherence, staffing levels, unplanned absences, system issues, volume fluctuations, and other conditions that may impact service performance • Execute approved intraday workforce actions such as overtime, voluntary time off (VTO), unpaid time off (UPTO), queue support, break adjustments, and schedule updates • Analyze real-time staffing versus demand and escalate potential service-level or capacity risks using established processes and decision guidelines • Provide timely and concise updates to supervisors, Operations leaders, WFM partners, and global delivery teams regarding risks, actions, and potential impacts • Respond to operational incidents using established playbooks, escalation procedures, and documentation standards • Partner with Scheduling, Capacity Planning, Reporting, Training, Quality, and Technology teams to address recurring workforce or operational issues • Identify trends in adherence, staffing, service performance, and escalation activity and contribute to process improvements • Use Verint, ACD dashboards, adherence tools, Excel, and operational reporting to support accurate and timely real-time workforce decisions • Support business needs in California while collaborating with cross-functional teams • Monitor live operational performance and respond to changing staffing and service conditions • 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 • Flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies