Operational Efficiency Specialist

Job Title : Real-Time Analyst

Gainwell Technologies is seeking a skilled and detail-oriented individual to fill the role of Real-Time Analyst in our workforce management team. This exciting opportunity will provide you with the chance to work in a dynamic environment where you can utilize your analytical skills to drive operational efficiency.

• Key Responsibilities :
• Monitor call volumes, agent status, and queue lengths in real-time to identify potential issues.
• Adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Collaborate with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
• Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
• Escalate critical issues to relevant stakeholders when necessary.

Required Skills :

Benefits :

This role offers the opportunity to work in a fast-paced environment where you can make a meaningful impact on our business. You will have the chance to work closely with our operations team to drive process improvements and contribute to the success of our organization.

Why Work for Us :

At Gainwell Technologies, we are committed to creating an inclusive and supportive work environment where our employees can grow and thrive. We offer competitive compensation and benefits packages, as well as opportunities for professional development and advancement.