Workforce Management, Professional

Summary

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.

What we're looking for

• 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.

What you should expect in this role

• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• Upward career advancement is possible and encouraged.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• The use of AI during interviews is prohibited.
• This position will accept applications until July 24, 2026.

#LI-NB1

#LI-REMOTE