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:
- Real-time monitoring – Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify and address potential issues promptly.
- Staffing adjustments – Proactively modify 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 scheduled work times and identify any deviations requiring intervention.
- Performance reporting – Generate real-time reports on key metrics such as call volume, average handle time, and service level achievement.
- Collaboration with operations team – Work closely with operations managers to identify and resolve operational challenges, providing insights to improve scheduling efficiency.
- Identifying trends – Analyze real-time data to identify patterns and trends that may affect service levels and take proactive measures to address them.
- Escalation management – Escalate critical issues such as unexpected call spikes or staffing shortages to relevant stakeholders for prompt action.
- System management – Utilize workforce management software to monitor real-time data, make schedule adjustments, and generate accurate operational reports.
Eligibility Criteria:
- Strong analytical skills with the ability to interpret real-time data and make quick, informed decisions.
- Excellent communication skills to collaborate effectively with operations teams and escalate issues promptly when required.
- Ability to perform efficiently under pressure and adapt quickly in a fast-paced, dynamic environment.
- Proficiency in using workforce management software and related analytical tools.
- Solid understanding of contact center operations, processes, 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.
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