Workforce Management Specialist

Gravie Contact Center Workforce Management Analyst

Hi, we're Gravie. Our mission is to create health benefits that actually benefit small and midsize businesses and their employees. Our innovative benefit solutions and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.

You Will:

• Monitor inbound contact center queues and channels throughout the day to ensure staffing levels align with forecasted volume
• Track agent adherence to scheduled activities and flag deviations in real time
• Manage inbound WFM tickets, including schedule change requests and break/lunch modification approvals
• Review and update attendance tracking records to ensure accuracy for scheduling and payroll alignment
• Engage with team members and escalate behavioral trends to supervisors or leadership as needed
• Pull and analyze workforce data from our ACD/telephony platform and WFM system to support accurate scheduling decisions
• Capture, store, and report on historical call center statistics including volume, handle time, shrinkage, and off-phone activity
• Deliver daily and ad hoc WFM exception reports to leadership
• Assist in forecasting and capacity planning by providing data-driven insights on headcount needs across multiple lines of business
• Build expertise in IVR testing and QA tasks to support more senior team members
• Partner with supervisors, QA, and training teams to align schedules with operational needs
• Support coordination with BPO partners to ensure consistent adherence monitoring and reporting across all staffing channels
• Contribute to workforce planning discussions by providing reporting support and historical analysis

You Bring:

• 1–3 years of experience in a contact center environment, with exposure to workforce management, scheduling, or real-time monitoring
• Hands-on experience with Five9 as a primary telephony/ACD platform
• Intermediate to advanced Excel skills, including comfort with formulas such as VLOOKUP/XLOOKUP, IF statements, rolling averages, and pivot tables
• Familiarity with ACD or telephony platforms (e.g., Five9, Genesys, Avaya, or similar)
• Strong analytical mindset with high attention to detail and the ability to identify trends in data
• Excellent organizational and time management skills—able to manage competing priorities in a fast-paced environment
• Clear written and verbal communication skills; comfortable presenting data summaries to supervisors and leadership
• Experience working with dedicated WFM software (e.g., Community WFM, Calabrio, NICE IEX, or Assembled)
• Experience with Tableau or a similar data visualization tool for building and maintaining operational dashboards and performance reports
• Familiarity with BPO partner environments and multi-vendor workforce coordination
• Background in healthcare, insurance, or another regulated industry

A Little More About Us:

• We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.
• We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.
• Our clients love us. Customer satisfaction rates among employees using Gravie health plans consistently rank above 80% – nearly 40 points above the industry average.
• Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve.

Benefits

Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard health and wellness benefits, Gravie's package includes alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, transportation perks, education reimbursement, and 2 days of paid paw-ternity leave.