Gainwell Technologies is hiring for the position of Workforce Management (Real Time Analyst) in Bangalore; Chennai, India. Candidates with a Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria and requirements are provided below.
Job Description:
| Company Name | Gainwell Technologies |
| Position | Workforce Management (Real Time Analyst) |
| Qualifications | Bachelor’s/ Master’s Degree |
| Experience | Freshers/ Experienced |
| Location | Bangalore; Chennai, India (Remote) |
Key Responsibilities:
- Continuously monitor real-time call volumes, agent statuses (logged in, available, on calls, on breaks), and queue lengths to identify and address potential issues.
- Proactively adjust agent schedules in real-time by reallocating or removing agents from queues based on fluctuations in call volumes.
- Ensure adherence to scheduled breaks and effectively manage unplanned absences to maintain optimal staffing levels.
- Monitor agent adherence to scheduled work times and identify deviations requiring timely intervention.
- Generate and maintain real-time performance reports on key metrics such as call volume, average handle time, and service level attainment.
- Collaborate closely with operations managers to identify and resolve operational challenges, providing data-driven insights to improve scheduling efficiency.
- Analyze real-time data to identify emerging trends or patterns that could impact service levels and take proactive measures to mitigate risks.
- Escalate critical issues to appropriate stakeholders, such as unexpected high call volumes or staffing shortages, to ensure timely resolution.
- Utilize workforce management systems and tools to monitor real-time data, make schedule adjustments, and produce detailed operational reports.
Eligibility Criteria:
- Bachelor’s/ Master’s Degree
About Company:
For 50 years, our nation’s federal Medicaid program has worked to improve the health, safety and well-being of America’s most vulnerable populations: low-income families, women and children, seniors, and those with disabilities. With positive health and cost outcomes that pierce inequities and impact economies, the success of these programs is inextricably tied to the prosperity of communities, individual states and the nation as a whole. We think that demands respect and, more importantly, is deserving of a lifetime commitment from innovators who can help those who operate within and around health and human services evolve — in any market at any stage. At Gainwell Technologies, that’s our sole focus.
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