Workforce Management RTA, Professional

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Date:
Sep 23, 2026

Location:

Any city, CO, US, 99999

Work Mode:
Virtual (Exception only)

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.

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 helpoptimizestaffing and support efficient service delivery in a fast-paced environment.

• Monitor real-time performance metrics, including call volume, queue activity, and adherence levels
• Assist with intraday staffing adjustments tomaintainservice levels and meet operational targets
• Support reporting and tracking of daily performance metrics and workforce data
• Collaborate with operations teams to communicate performance updates and support issue resolution
• Follow established workforce management processes and contribute to continuous improvement efforts

• 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.

• 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.

The pay range for this position is $55,300.00 - $75,000 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 ’ll have the opportunity to grow your career in a company that…