Workforce Management Real-Time Analyst - Remote CA

Gainwell Technologies LLC•West Sacramento, CA

3d•$55,300 - $79,000•Remote

About The Position

As a Workforce Management Real-Time Analyst, you will help protect service performance by monitoring live operational conditions, identifying intraday staffing and adherence risks, and executing timely workforce actions. You will partner with Operations, WFM, and global delivery teams to monitor service levels, optimize staffing throughout the day, communicate emerging risks, and help ensure workforce resources remain aligned with customer demand.

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.
Working knowledge of Verint, ACD dashboards, adherence tools, Microsoft Excel, and operational reporting.
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.

Nice To Haves

Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred.
NICE experience is beneficial.
Experience working across U.S. and global delivery teams or cross-functional operational environments preferred.

Responsibilities

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.