Workforce Management RTA, Professional

Gainwell Technologies LLC•Any city, OH

2d•$55,300 - $75,000•Remote

About The Position

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. As a Workforce Management RTA (Real-Time Analyst) – Professional at Gainwell, you will support real-time monitoring and workforce coordination activities across customer experience and healthcare service delivery operations. This role focuses on tracking performance, supporting intraday adjustments, and ensuring service levels are maintained. You will work closely with operations and workforce management teams to help optimize staffing and support efficient service delivery in a fast-paced environment.

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 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