Workforce Management RTA, Professional

🔥 12 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $55.3k - $75k / year

⏰ Full Time

🟢 Junior

🦅 H1B Visa Sponsor

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👻 Ghost score 0%

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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 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