Workforce Management RTA, Professional

Summary

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. 

Your role in our mission

What we're looking for

• 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.
• Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred.
• Working knowledge of Verint, ACD dashboards, adherence tools, Microsoft Excel, and operational reporting.
• NICE experience is beneficial.
• 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.
• Experience working across U.S. and global delivery teams or cross-functional operational environments preferred.

What you should expect in this role

• Remote position supporting business needs in California. Must be available to work PST hours.
• Regular collaboration with Operations, WFM, Scheduling, Capacity Planning, Training, Quality, Reporting, Technology, and other cross-functional teams.
• Spend much of your day monitoring live operational performance and responding to changing staffing and service conditions.
• Work in a fast-paced environment where priorities may shift throughout the day based on customer demand and operational needs.
• Opportunity to develop deeper expertise in real-time workforce management, adherence, intraday staffing, and operational analytics.
• Opportunity to contribute to improved service performance, workforce efficiency, and customer experience outcomes.

  This position will accept applications until 9/28/2026.

  #LI-REMOTE

  #LI-LM1