This role is strictly involved in business analysis, requirements documentation, and healthcare reference data support activities and does not involve direct access to Protected Health Information (PHI), Personally Identifiable Information (PII), or any secured or confidential client data. The work is limited to analysis of healthcare claims, reference code sets, and system configurations using governed datasets and does not include handling or processing of sensitive health or personal information.
You are responsible for supporting workforce scheduling and planning activities for Gainwell's Customer Experience (CX) operations. This role will be responsible for reviewing schedules and outcomes against tactical forecasts to optimize schedules .
This role resides within the Gainwell India organization and provides offshore workforce management support to CX programs across the enterprise.
It is responsible for developing and maintaining workforce schedules that align staffing capacity with forecasted demand across both front-office and back-office CX operations.
What We're Looking For
Bachelor's degree or equivalent combination of education and experience.
Minimum 4 years of workforce management experience supporting inbound contact center operations.
Experience supporting workforce scheduling or workforce management functions in a contact center environment.
Robust analytical and critical-thinking skills with the ability to interpret operational data and translate insights into workforce planning actions.
Experience working with workforce management tools such as Verint WFM preferred; NICE IEX knowledge may be useful during transition.
Ability to manage multiple priorities in a fast-paced operational environment.