Workforce Management Real Time Adherence Analyst (Remote in USA)

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. 

Summary

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via various communication platforms with functional areas. 

Your role in our mission

• Real-time monitoring:
  Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues. 
• Staffing adjustments:
  Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations. 
• Break management:
  Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels. 
• Adherence monitoring:
  Track agent adherence to their scheduled work times and identify deviations requiring intervention. 
• Performance reporting:
  Generate real-time reports on key metrics like call volume, average handle time, and service level attainment. 
• Collaboration with operations team:
  Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies. 
• Identifying trends:
  Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues. 
• Escalation management:
  Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages. 
• System management:
  Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports. 

What we’re looking for

• Strong analytical skills to interpret data and make informed decisions quickly using Excel and other analytical tools
• Excellent communication skills to collaborate with operations teams and escalate issues effectively
• Ability to work under pressure and make rapid adjustments in a fast-paced environment
• Proficiency in workforce management software and tools
• Understanding of contact center operations and key performance metrics

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.
• Only those living in the Contiguous United States will be considered for this position. Company travel (paid) may be required a few times each year.
• The person selected for this position must be willing to start by November 1, 2025. We will accept applications until October 22, 2025.

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The pay range for this position is $55,300.00 - $60,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.