Workforce Management RTA, Senior Professional

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

As a Workforce Management RTA (Real-Time Analyst) – Senior Professional at Gainwell, you will play a critical role in monitoring real-time operations and ensuring optimal workforce performance across customer experience and healthcare service delivery programs. This role focuses on managing intraday staffing, analyzing performance trends, and adjusting resources to meet service level targets. You will collaborate with operations and workforce management teams to drive efficiency, maintain service quality, and support operational success in a dynamic environment.

Your role in our mission

When joining Gainwell, you will:  

• Monitor real-time service delivery performance, including queue volumes, service levels, and agent adherence 

• Analyze intraday data and trends to identify risks and recommend staffing adjustments to maintain performance targets 

• Coordinate with operations teams to implement real-time staffing actions, including schedule changes and reallocation of resources 

• Provide reporting and insights on daily performance, highlighting risks, trends, and improvement opportunities 

• Support continuous improvement initiatives to enhance workforce management processes, tools, and performance outcomes 

What we're looking for

• 4+ years of experience in workforce management, real-time analysis, or contact center operations 

• Experience monitoring service levels, scheduling adherence, and intraday performance in a high-volume environment 

• Strong analytical skills with the ability to interpret data and provide actionable recommendations 

• Experience using workforce management tools (e.g., NICE, Verint, Genesys) and reporting tools 

• Strong communication, problem-solving, and collaboration skills 

What you should expect in this role

• Remote-based role within the United States with flexibility to support business needs 

• Daily responsibilities include real-time monitoring, staffing adjustments, and performance reporting 

• Collaboration with operations, workforce management, and leadership teams 

• Involvement in continuous improvement and optimization of workforce performance 

The pay range for this position is $69,100.00 - $98,700.00 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. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.