Workforce Optimization Specialist

Workforce Management Role

Gainwell Technologies is seeking a highly skilled professional to fill the position of Workforce Management Real-Time Analyst.

The ideal candidate will have strong analytical skills, excellent communication skills, and the ability to work under pressure. Proficiency in workforce management software and understanding of contact center operations and key performance metrics are also essential requirements.

This role involves real-time monitoring, staffing adjustments, break management, adherence monitoring, performance reporting, collaboration with operations team, identifying trends, escalation management, and system management.

Responsibilities include :

• Monitoring call volumes and agent availability in real-time;
• Taking corrective actions to optimize operational efficiency via Teams chats with functional areas;
• Analyzing queues for adherence opportunities;
• Collaborating with operations team to identify trends and escalate issues as needed.

The successful candidate will be able to think critically, make data-driven decisions, and communicate effectively with stakeholders.

Key Skills Required :