Workforce Management Specialist

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Gravie

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

🏥 Healthcare

🛡️ Insurance

🤝 B2B

💰 $150M Private Equity Round - Gravie on 2025-05

Healthcare • Insurance • B2B

Gravie is a benefits and health insurance solutions company that helps small and midsize employers, brokers, and employees access and administer more flexible, affordable health benefits. Its flagship offerings include Comfort (a level-funded health plan), Gravie ICHRA (Individual Coverage Health Reimbursement Arrangement administration), Gravie Pay (support for healthcare costs), and Gravie Care; the company focuses on enabling SMBs to offer individualized, lower-cost coverage and simplifying benefits administration.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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