Workforce Management Vendor Liaison, Senior Professional

Gainwell Technologies LLC•Any city, OH

2d•$64,500 - $92,200•Remote

About The Position

This role is responsible for partnering with Gainwell operations, workforce management teams, and vendor partners to ensure forecasts, staffing plans, schedules, and real-time management activities support approved service, productivity, and financial goals. The role serves as the primary workforce management contact for assigned vendors, providing forecast governance, schedule oversight, real-time management support, and performance monitoring. The role works with vendor and Gainwell leaders to establish locked forecasts, align staffing plans, address operational risks, and ensure vendor workforce teams meet Gainwell standards and expectations.

Requirements

Bachelor's degree or equivalent combination of education and experience.
3+ years of workforce management, contact center operations, capacity planning, scheduling, or real-time management experience.
Experience supporting outsourced, vendor, or BPO service environments.
Strong analytical, critical-thinking, problem-solving, and decision-making skills.
Excellent written and verbal communication skills with the ability to influence stakeholders without direct authority.
Experience working in hybrid U.S./global delivery models or cross-functional operational environments.
Working knowledge of Verint workforce management capabilities, workforce planning principles, Excel, and operational reporting.

Responsibilities

Partner with vendor and Gainwell teams to develop, review, and finalize locked forecasts.
Validate staffing plans, hiring and shrinkage assumptions, and schedule requirements against approved forecasts.
Review schedules for alignment with forecasted demand, service goals, and operational requirements; identify gaps and drive corrective action.
Support vendor workforce teams in monitoring intraday performance and managing service risks.
Review actions such as overtime, VTO, schedule adjustments, queue support, and staffing reallocations.
Ensure risks are identified, escalated, documented, and mitigated using established workforce management practices.
Serve as the primary workforce management liaison between Gainwell and assigned vendors.
Facilitate recurring workforce reviews with vendor WFM teams, vendor leaders, and Gainwell stakeholders.
Monitor forecast accuracy, schedule effectiveness, staffing attainment, adherence, and service performance, and hold vendors accountable to Gainwell expectations.
Communicate workforce risks, forecast changes, staffing challenges, decisions, and mitigation plans clearly and promptly.
Partner with operations, Finance, training, quality, reporting, and WFM teams to drive alignment and readiness.
Standardize workforce processes and identify improvements in forecasting, scheduling, RTA execution, reporting, and vendor performance.