Associate Professional, Workforce Management

2 days ago

Bengaluru, Karnataka, India Gainwell Technologies LLC Full time

Summary

As a Real Time Analyst at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community's most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare's biggest challenges. Here are the details on this position.

Your role in our mission

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

What we're looking for

  • Strong analytical skills to interpret data and make informed decisions quickly
  • Excellent communication skills to collaborate with operations teams and escalate issues effectively
  • Ability to work under pressure and make rapid adjustments in a fast-paced environment
  • Proficiency in workforce management software and tools
  • Understanding of contact center operations and key performance metric

Role & Responsibilities

  • Real-time monitoring: Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.
  • Staffing adjustments: Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
  • Break management: Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
  • Adherence monitoring: Track agent adherence to their scheduled work times and identify deviations requiring intervention.
  • Performance reporting: Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
  • Collaboration with operations team: Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
  • Identifying trends: Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
  • Escalation management: Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.
  • System management: Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

What you should expect in this role

Work Mode: Remote

Shift Timing: 4:30 PM - 4:30 AM (IST - 9 hrs Shift)

LI-DNI

  • Workforce Management

    4 days ago

    Bengaluru, Karnataka, India Bottomline Full time

    Why Choose Bottomline?Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If...

  • Job Opening For Workforce Management

    2 days ago

    Bengaluru, Karnataka, India Job Seeks 4u Consultancy Services Full time

    Role: WORKFORCE MANAGEMENT ASSOCIATE / REAL-TIME ANALYSTExperience: 2-4 YrsSalary: 5.5LPALocation: BengaluruShift: Night shift(USA+9:30PM to 6:30AM)Interview Mode: Virtual Regards,Prabhakaran Banu Required Candidate profileOperations center scheduling experience preferred. Strong quantitative and technical aptitude. Detail oriented -high emphasis on...

  • Workforce Management

    1 week ago

    Bengaluru, Karnataka, India Gainwell Technologies Full time

    SummaryA WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their...

  • Workforce Staffing Lead

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    DESCRIPTIONAt Amazon, we're working to be the most customer centric company on earth. To get there, we need exceptionally talented, bright and self-driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.Workforce Staffing (WFS), a division of Worldwide Operations People, Product &...

  • Senior Analyst, Workforce Strategy and Planning

    2 days ago

    Bengaluru, Karnataka, India Walmart Full time

    Job Summary:This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.About Team:We are a one-stop shop for all mission-critical services that are both high-quality and low-cost. Our team is responsible for a...

  • Workforce Staffing Lead, Workforce Staffing

    4 days ago

    Bengaluru, Karnataka, India Amazon Full time

    At Amazon, we're working to be the most customer centric company on earth. To get there, we need exceptionally talented, bright and self-driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.Workforce Staffing (WFS), a division of Worldwide Operations People, Product & Tech, manages...

  • Workforce Management Specialist

    2 days ago

    Bengaluru, Karnataka, India Coforge Full time

    About the jobJob Title: Resource Manager (Workforce Planning)Location: RemoteExperience: 4-6 yearsKey Responsibilities:Manage resource allocation for US-based projects, ensuring optimal utilization of available talent.Forecast resource requirements based on project pipeline and business needs.Collaborate with recruitment teams to address skill gaps and...

  • Workforce Management Analyst

    3 hours ago

    Bengaluru, Karnataka, India VARITE INC Full time

    We have an opportunity with our client Intuit; this is going to be a contract of 1 Years on the payroll of VARITE which is extendableExperience- 5+ YearsBudget-15-20 LPALocation- Bangalore (Bellandur)Notice period- ImmediateShift-Night ShiftPlease share the resume to 3-5 years of experience in a data-driven role, preferably within a contact center or...

  • Workforce Staffing Lead, Workforce Staffing

    4 days ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONAt Amazon, we're working to be the most customer centric company on earth. To get there, we need exceptionally talented, bright and self-driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.Workforce Staffing (WFS), a division of Worldwide Operations People, Product &...

  • Workforce Management Scheduler

    2 days ago

    Bengaluru, Karnataka, India Conduent Full time

    DescriptionAbout the RoleWe are seeking a detail-oriented and analytical Workforce Management Scheduler to join our team. The role involves creating, reviewing, and optimizing employee schedules to ensure operational efficiency while maintaining compliance with labor laws, business rules, and organizational requirements. The Scheduler will work closely with...