Workforce Management, Professional

Gainwell Technologies LLC•Any city, OH

1d•$47,000 - $49,000•Remote

About The Position

A Workforce Management - Real-Time Adherence, Professional is responsible for protecting service performance by monitoring live operational conditions, identifying intraday staffing and adherence risks, and executing approved real-time actions quickly and accurately. This role supports queue monitoring, adherence management, net staffing optimization, real-time communication, incident response, and escalation routines. The role works closely with U.S. operations and global delivery partners to ensure risks are surfaced early, actions are documented, and service-level performance is proactively protected. Your role in our mission Remote role able to support across U.S. time zones and global delivery partnership needs. Regular collaboration with operations, WFM, training, quality, reporting, technology, and Finance partners as appropriate. Opportunity to improve service performance, workforce planning discipline, operational credibility, and customer experience outcomes. Monitor queues, volumes, handle times, agent status, occupancy, backlog, and service-level trends to identify intraday risks early. Interpret live dashboards and operational signals to determine when action, escalation, or stakeholder communication is required. Protect service performance while balancing customer experience, employee experience, productivity, and operational constraints. Manage or oversee adherence follow-up, schedule exceptions, unplanned absences, system issues, volume spikes, and staffing gaps. Execute or govern approved actions such as overtime, VTO, UPTO, queue support, break movement, and schedule updates to align supply with demand. Respond to incidents using defined playbooks, escalation paths, and documentation standards. Provide timely, concise updates to supervisors, operations leaders, WFM partners, and global delivery teams regarding risks, actions, and tradeoffs. Use standard decision guardrails and escalation expectations so operational leaders understand options, impacts, and next steps. Partner with scheduling, capacity planning, reporting, training, quality, and technology teams to resolve recurring operational barriers. Apply RTA standards, operating cadences, documentation expectations, and quality controls consistently. Identify recurring adherence, staffing, communication, or escalation gaps and translate them into process improvements, coaching, or playbook updates. Support a proactive performance enablement culture rather than reactive reporting or task execution.

Requirements

Bachelor's degree. Extensive experience in Workforce Management may be substituted for a degree.
One (1) or more years of workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations experience.
Strong analytical, critical-thinking, problem-solving, and decision-making skills with capability in supporting assigned work accurately, following established processes, and identifying risks early.
Experience supporting real-time adherence and intraday management activities in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments.
Excellent written and verbal communication skills with the ability to explain workforce insights to operational and non-technical audiences working in hybrid U.S./global delivery models or cross-functional operational environments.
Working knowledge of Verint, ACD dashboards, adherence tools, Excel, and operational reporting; additional experience with NICE preferred but not required.

Nice To Haves

Additional experience with NICE preferred but not required.

Responsibilities

Monitor queues, volumes, handle times, agent status, occupancy, backlog, and service-level trends to identify intraday risks early.
Interpret live dashboards and operational signals to determine when action, escalation, or stakeholder communication is required.
Protect service performance while balancing customer experience, employee experience, productivity, and operational constraints.
Manage or oversee adherence follow-up, schedule exceptions, unplanned absences, system issues, volume spikes, and staffing gaps.
Execute or govern approved actions such as overtime, VTO, UPTO, queue support, break movement, and schedule updates to align supply with demand.
Respond to incidents using defined playbooks, escalation paths, and documentation standards.
Provide timely, concise updates to supervisors, operations leaders, WFM partners, and global delivery teams regarding risks, actions, and tradeoffs.
Use standard decision guardrails and escalation expectations so operational leaders understand options, impacts, and next steps.
Partner with scheduling, capacity planning, reporting, training, quality, and technology teams to resolve recurring operational barriers.
Apply RTA standards, operating cadences, documentation expectations, and quality controls consistently.
Identify recurring adherence, staffing, communication, or escalation gaps and translate them into process improvements, coaching, or playbook updates.
Support a proactive performance enablement culture rather than reactive reporting or task execution.