Workforce Management RTA, Professional

Gainwell Technologies

. Monitor real-time performance metrics, including call volume, queue activity, and adherence levels .

Posted 9/23/2026full-timeRemote • California • United StatesJunior💰 $55,300 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management and real-time performance monitoring, with a strong focus on operational planning, analytics, and cross-functional collaboration to enhance service performance and customer experience.

Highest-signal resume keywords

Workforce ManagementReal-Time AdherenceOperational PlanningAnalytical SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce ManagementReal-Time AdherenceQueue MonitoringOperational ReportingAnalytics

Soft Skills

Analytical SkillsCritical-ThinkingProblem-SolvingDecision-MakingCommunication Skills

Tools & Technologies

VerintACD DashboardsAdherence ToolsMicrosoft Excel

Industry Keywords

Contact Center OperationsCustomer Experience OperationsMulti-SiteOmnichannelBPO

About the role

Key responsibilities & impact

Monitor real-time performance metrics, including call volume, queue activity, and adherence levels
Assist with intraday staffing adjustments to maintain service levels and meet operational targets
Support reporting and tracking of daily performance metrics and workforce data
Collaborate with operations teams to communicate performance updates and support issue resolution
Follow established workforce management processes and contribute to continuous improvement efforts
Monitor live operational performance and respond to changing staffing and service conditions
Collaborate regularly with Operations, WFM, Scheduling, Capacity Planning, Training, Quality, Reporting, Technology, and other cross-functional teams
Contribute to improved service performance, workforce efficiency, and customer experience outcomes

Requirements

What you’ll need

Bachelor's degree or equivalent combination of education and experience
1+ years of experience in workforce management, real-time adherence, contact center operations, operational planning, reporting, analytics, or related customer experience operations
Experience supporting real-time adherence, intraday workforce management, queue monitoring, or staffing activities
Experience monitoring service levels, staffing, adherence, volumes, or other real-time operational performance indicators
Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred
Working knowledge of Verint, ACD dashboards, adherence tools, Microsoft Excel, and operational reporting
NICE experience is beneficial
Strong analytical, critical-thinking, problem-solving, and decision-making skills
Strong written and verbal communication skills with the ability to communicate operational risks and actions clearly
Experience working across U.S. and global delivery teams or cross-functional operational environments preferred
Must be available to work PST hours

Benefits

Comp & perks

Work flexibility
Learning and career development
Generous, flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies