Gainwell Technologies is hiring for the position of Workforce Management 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 (RTA) |
| Qualifications | Bachelor’s/ Master’s Degree |
| Experience | Freshers/ Experienced |
| Location | Bangalore; Chennai, India (Remote) |
Key Responsibilities:
- Monitor real-time operations by tracking call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to quickly identify potential issues.
- Proactively adjust staffing levels by adding or removing agents from queues in real time based on fluctuations in call volume.
- Manage agent breaks by ensuring adherence to scheduled breaks and handling unplanned absences to maintain optimal staffing levels.
- Monitor schedule adherence by tracking agents’ compliance with their assigned work times and identifying deviations that require intervention.
- Generate 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 strategies.
- Analyze real-time data to identify patterns and trends that may impact service levels and take proactive action to address potential issues.
- Manage escalations by promptly notifying relevant stakeholders of critical issues, such as unexpected spikes in call volume or staffing shortages.
- Utilize workforce management software to monitor real-time data, adjust agent schedules, and generate operational reports.
Eligibility Criteria:
- Strong analytical skills with the ability to interpret data and make quick, informed decisions.
- Excellent communication skills to effectively collaborate with operations teams and escalate issues when required.
- Ability to work well under pressure and make rapid adjustments in a fast-paced environment.
- Proficiency in using workforce management software and related tools.
- Good understanding of contact center operations and key performance metrics.
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.
How To Apply?
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