Workforce Management - Reporting

Summary

As a Workforce Management - Reporting at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. This role is strictly involved in the development of the product and does not involve access to Protected Health Information (PHI) & Personally Identifiable Information (PII) or any secured/confidential client data. The work is limited to application development and does not include handling or processing of sensitive health information.

Your role in our mission

As a Data Analyst at Gainwell, you are responsible for producing, validating, and distributing Workforce Management reporting that helps leaders understand service performance, workforce efficiency, forecast accuracy, adherence, productivity, and operational risk.

This role supports recurring WFM reporting, service performance reporting, agent-level reporting, report quality assurance, data presentation, and continuous improvement insights. It partners with operations, WFM, Finance, training, quality, technology, and global delivery teams to ensure reporting is accurate, timely, actionable, and aligned to business needs.

Mandatory Skills

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years of workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations experience.
• Demonstrated capability in supporting assigned work accurately, following established processes, and identifying risks early.
• Experience supporting WFM reporting, analytics, dashboarding, and data storytelling activities in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments.
• Strong analytical, critical-thinking, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills with the ability to explain workforce insights to operational and non-technical audiences.
• Experience working in hybrid U.S./global delivery models or cross-functional operational environments.
• Working knowledge of Verint reporting outputs, Excel, Power BI at senior levels, and operational dashboards; NICE knowledge is also preferred but not required.

What we're looking for

Recurring WFM & Service Performance Reporting

• Produce, validate, or govern recurring Workforce Management reports for operational leaders and stakeholders.
• Report on SLA attainment, response times, backlog trends, forecast accuracy, occupancy, productivity, adherence, schedule compliance, and operational risks.
• Ensure reports are timely, consistent, and aligned to defined metric logic and stakeholder expectations.

Agent-Level, Team-Level & Operational Insights

• Generate or review agent, team, site, channel, and function-level reports that highlight productivity, utilization, adherence, occupancy, and schedule compliance.
• Identify meaningful patterns, trends, anomalies, and risks in workforce data.
• Translate reporting outcomes into practical recommendations that leaders can act on.

Data Quality, Governance & Visualization

• Ensure data accuracy, consistency, integrity, and clear documentation across reporting outputs.
• Apply standard definitions, report QA routines, metric logic, and validation checks.
• Use Excel, Power BI, Verint reporting outputs, and other visualization tools to present data clearly and effectively.
• Stakeholder Communication & Continuous Improvement

What you should expect in this role

Shift Timings : 9 hours shift between 4.30PM IST to 4.30 AM IST