Workforce Management Specialist

🕒 Julho 28

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Gravie

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2013

🏥 Saúde

🛡️ Seguros

🤝 B2B

💰 $150.000.000 Private Equity Round - Gravie em 2025-05

Healthcare • Insurance • B2B

A Gravie é uma empresa de soluções de benefícios e seguros de saúde que ajuda pequenas e médias empresas, corretores e funcionários a acessar e administrar benefícios de saúde mais flexíveis e acessíveis. Seus principais produtos incluem Comfort (um plano de saúde com financiamento em nível definido), Gravie ICHRA (administração de Arranjo de Reembolso de Saúde para Cobertura Individual), Gravie Pay (suporte para custos de saúde) e Gravie Care. A empresa se concentra em capacitar PMEs a oferecer cobertura individualizada e de menor custo, além de simplificar a administração de benefícios.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• alternative medicine coverage • flexible PTO • up to 16 weeks paid parental leave • paid holidays • 401k program • transportation perks • education reimbursement • 2 days of paid paw-ternity leave