Workforce Management Real-Time Analyst

🔥 0 minutes ago

🏄 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 • 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