Remote Real-Time Workforce Management Analyst

Gainwell Technologies; West Sacramento (CA); Remote; USD 55,000 - 79,000; Full time

Benefits offered by this job

Generous vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a Workforce Management Real-Time Analyst for a remote CA-based role. You will monitor live operations, manage intraday staffing, and execute workforce actions to protect service levels.

You will collaborate with Operations, WFM, Scheduling, and global delivery teams across U.S. time zones, leveraging Verint, ACD dashboards, and Excel to drive timely decisions and continuous improvements in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 1+ years in workforce management, real-time adherence, or related operations.
• Experience monitoring service levels, staffing, adherence, and real-time metrics.
• Working knowledge of Verint, ACD dashboards, adherence tools, Excel.
• NICE experience is beneficial.

Responsibilities

• Monitor real-time queues, volumes, and performance to identify intraday risks.
• Track schedule adherence and staffing levels to mitigate capacity issues.
• Execute intraday workforce actions like overtime, VTO, UPTO, and schedule updates.
• Analyze real-time staffing versus demand and escalate risks.
• Provide timely updates to supervisors and global teams.

Skills

Real-time adherence

Workforce management

Analytical thinking

Communication skills

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Verint

ACD dashboards

Excel

NICE experience

Job description

Gainwell Technologies is seeking a Workforce Management Real-Time Analyst for a remote CA-based role. You will monitor live operations, manage intraday staffing, and execute workforce actions to protect service levels.

You will collaborate with Operations, WFM, Scheduling, and global delivery teams across U.S. time zones, leveraging Verint, ACD dashboards, and Excel to drive timely decisions and continuous improvements in a fast-paced environment.