Job Overview
| Company | Gainwell |
|---|---|
| Role | Workforce Management – Real Time Analyst (RTA) |
| Location | Remote India (Bangalore / Chennai hubs) |
| Req ID | 32104 |
| Work Mode | Remote |
| Job Type | Full-Time |
| Shift | Night shift (rotational; 9 hours between 4:30 PM – 4:30 AM IST) |
Key Responsibilities
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Continuously monitor real-time contact center metrics — call volumes, agent status, queue lengths — to maintain service levels.
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Make staffing adjustments on the fly (add/remove agents, reassign queues) based on live data.
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Enforce break schedules, manage unplanned absences, and maintain optimal staffing coverage.
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Track agent adherence to schedules and intervene when deviations occur.
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Produce real-time performance reports (AHT, service level, occupancy, etc.) and share insights with operations.
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Collaborate with operations managers and teams via chat/calls to resolve issues and refine scheduling.
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Identify patterns and trends from live data and recommend proactive actions.
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Escalate critical incidents (unexpected volume spikes, major staffing gaps) to stakeholders.
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Use WFM software to adjust schedules, monitor dashboards, and generate reports.
Required Skills & Qualifications
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Strong analytical skills and quick decision-making under pressure.
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Excellent verbal and written communication to coordinate with operations teams.
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Experience with workforce management tools and real-time monitoring dashboards.
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Sound understanding of contact center KPIs (SLA, AHT, occupancy, service level).
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Ability to work night shifts and adapt in a fast-paced environment.
Why Join Gainwell?
Gainwell offers a modern, collaborative environment with remote work flexibility and opportunities to work closely with global operations teams. You’ll gain hands-on experience optimizing live operations and driving measurable improvements in service delivery.
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