Remote Real-Time Workforce Analyst

Gainwell Technologies; Colorado; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Educational assistance

Generous vacation policy

Job summary

Gainwell Technologies is seeking a Workforce Management Real-Time Analyst (Professional) to monitor live performance across customer experience and healthcare service delivery operations. The role focuses on intraday adjustments, staffing optimization, and maintaining service levels in a fast-paced environment.

You will work with operations and WFM teams to analyze metrics, support reporting, and communicate performance updates.

Qualifications

• 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.

Responsibilities

• Monitor real-time performance metrics, including call volume, queue activity, and adherence levels.
• Assist with intraday staffing adjustments to maintain service 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.

Skills

Verint

ACD dashboards

Microsoft Excel

Analytical thinking

Communication skills

Cross-functional collaboration

Education

Bachelor's degree

Tools

NICE

Verint

Job description

Gainwell Technologies is seeking a Workforce Management Real-Time Analyst (Professional) to monitor live performance across customer experience and healthcare service delivery operations. The role focuses on intraday adjustments, staffing optimization, and maintaining service levels in a fast-paced environment.

You will work with operations and WFM teams to analyze metrics, support reporting, and communicate performance updates.