Workforce Management RTA, Senior Professional
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) – Senior Professional at Gainwell, you will play a critical role in monitoring real-time operations and ensuring optimal workforce performance across customer experience and healthcare service delivery programs. This role focuses on managing intraday staffing, analyzing performance trends, and adjusting resources to meet service level targets. You will collaborate with operations and workforce management teams to drive efficiency, maintain service quality, and support operational success in a dynamic environment.
Requirements
- 4+ years of experience in workforce management, real-time analysis, or contact center operations
- Experience monitoring service levels, scheduling adherence, and intraday performance in a high-volume environment
- Strong analytical skills with the ability to interpret data and provide actionable recommendations
- Experience using workforce management tools (e.g., NICE, Verint, Genesys) and reporting tools
- Strong communication, problem-solving, and collaboration skills
Responsibilities
- Monitor real-time service delivery performance, including queue volumes, service levels, and agent adherence
- Analyze intraday data and trends to identify risks and recommend staffing adjustments to maintain performance targets
- Coordinate with operations teams to implement real-time staffing actions, including schedule changes and reallocation of resources
- Provide reporting and insights on daily performance, highlighting risks, trends, and improvement opportunities
- Support continuous improvement initiatives to enhance workforce management processes, tools, and performance outcomes
Benefits
- flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
