Manager, Workforce Management

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October 24

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Gravie

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Healthcare Insurance • Fintech • B2B

Gravie is a company specializing in providing innovative health benefits and insurance solutions. Their offerings include the Comfort health plan, which simplifies health coverage with no deductibles and zero copays on common healthcare services. Gravie also provides Individual Coverage Health Reimbursement Arrangements (ICHRA) and Gravie Pay, a support system for managing healthcare costs. The company emphasizes clear and straightforward benefits that facilitate preventive care and reduce unexpected healthcare expenses, catering to both individual members and small to midsize businesses. Gravie aims to make health benefits accessible, understandable, and cost-effective for employers and employees alike.

51 - 200 employees

⚕️ Healthcare Insurance

💳 Fintech

🤝 B2B

📋 Description

• Oversee all aspects of capacity planning, forecasting, real-time monitoring, and scheduling for the call center team of approximately 200 agents • Develop and manage short- and long-term staffing forecasts and capacity plans based on call volume trends and predictive modeling • Create scalable WFM processes and tools to support rapid organizational expansion • Partner with operations, HR, and finance to align headcount planning and hiring with demand forecasts • Oversee scheduling, shift planning, and time-off management to ensure optimal coverage and adherence to SLAs • Monitor intraday performance, queue health, and agent adherence; proactively adjust resources as needed • Communicate with team leaders to address performance or coverage issues in real time • Monitor and analyze call volume, handle time, and shrinkage data to drive efficiency and improve forecasting accuracy • Develop and maintain WFM dashboards and reports to provide visibility into staffing, performance, and service levels • Identify opportunities and make recommendations for continuous improvement using data driven insights • Manage and optimize workforce management tools • Partner with IT and vendors to ensure system accuracy, integration, and reporting functionality • Lead and mentor a team of WFM analysts/specialists • Provide training and guidance to call center leaders on WFM principles, tools, and reports • Build strong partnerships with cross-functional teams including Operations, HR, and Finance to align people planning with business strategy

🎯 Requirements

• 5+ years of experience in key workforce management roles within a contact center environment • 3+ years in a leadership or management role overseeing WFM functions • Proven expertise in forecasting, scheduling, and real-time management in a contact center environment • Strong command of WFM tools and systems • Proficiency in Excel, data analytics, and workforce planning models • Extra credit: Experience in a scaling or startup environment • Extra credit: Experience with AI driven contact center tools • Extra credit: Experience managing large multi-site onshore/offshore call center environments

🏖️ Benefits

• Alternative medicine coverage • Flexible PTO • Up to 16 weeks paid parental leave • Paid holidays • 401k program • Cell phone reimbursement • Transportation perks • Education reimbursement • 1 week of paid paw-ternity leave