About this role
Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
You are responsible for partnering with Gainwell operations, workforce management teams, and vendor partners to ensure forecasts, staffing plans, schedules, and real-time management activities support approved service, productivity, and financial goals.
This role serves as the primary workforce management contact for assigned vendors, providing forecast governance, schedule oversight, real-time management support, and performance monitoring. The role works with vendor and Gainwell leaders to establish locked forecasts, align staffing plans, address operational risks, and ensure vendor workforce teams meet Gainwell standards and expectations.
What We're Looking For
- Bachelor's degree or equivalent combination of education and experience.
- 3+ years of workforce management, contact center operations, capacity planning, scheduling, or real-time management experience.
- Experience supporting outsourced, vendor, or BPO service environments.
- Strong analytical, critical-thinking, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills with the ability to influence stakeholders without direct authority.
- Experience working in hybrid U.S./global delivery models or cross-functional operational environments.
- Working knowledge of Verint workforce management capabilities, workforce planning principles, Excel, and operational reporting.
Core Skills & Capabilities
Forecasting, Staffing & Schedule Governance
- Partner with vendor and Gainwell teams to develop, review, and finalize locked forecasts.
- Validate staffing plans, hiring and shrinkage assumptions, and schedule requirements against approved forecasts.
- Review schedules for alignment with forecasted demand, service goals, and operational requirements; identify gaps and drive corrective action.
Real-Time Management & Service Protection
- Support vendor workforce teams in monitoring intraday performance and managing service risks.
- Review actions such as overtime, VTO, schedule adjustments, queue support, and staffing reallocations.
- Ensure risks are identified, escalated, documented, and mitigated using established workforce management practices.
Vendor Partnership & Performance Management
- Serve as the primary workforce management liaison between Gainwell and assigned vendors.
- Facilitate recurring workforce reviews with vendor WFM teams, vendor leaders, and Gainwell stakeholders.
- Monitor forecast accuracy, schedule effectiveness, staffing attainment, adherence, and service performance, and hold vendors accountable to Gainwell expectations.
Communication, Governance & Continuous Improvement
- Communicate workforce risks, forecast changes, staffing challenges, decisions, and mitigation plans clearly and promptly.
- Partner with operations, Finance, training, quality, reporting, and WFM teams to drive alignment and readiness.
- Standardize workforce processes and identify improvements in forecasting, scheduling, RTA execution, reporting, and vendor performance.
What You Should Expect in This Role
- Remote role able to support across PST and vendor delivery partnerships.
- Regular collaboration with vendor leaders, operations teams, workforce management partners, and executive stakeholders.
- Opportunity to improve workforce planning discipline, service performance, vendor accountability, and customer experience outcomes.
Applications for this role will be accepted until 9/30/2026.
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The pay range for this position is $64,500.00 - $92,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.