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The WFM Manager leads workforce planning and resource allocation for multi-site contact centers, ensuring optimal staffing to meet customer service levels and business performance goals.
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Lead workforce planning and operational readiness for a multi-channel support organization, focusing on capacity forecasting, scheduling, and team management. Collaborate with Finance and HR to optimize staffing and resource allocation while meeting service levels.
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Big Data • Fintech • Mobile • Payments • Financial Services
Manage workforce strategies for optimal staffing, lead performance management across WFM metrics, drive data analysis, and enhance customer service operations through cross-functional collaboration.
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ExcelSigmaSQLTableau
Hi, we’re Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions that people can actually use. Our industry-changing products 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.
A Little More About The role:
The Workforce Management Manager will oversee all aspects of capacity planning, forecasting, real-time monitoring, and scheduling for the call center team of approximately 200 agents. This role will ensure we have the right people, in the right place, at the right time to meet service level objectives while supporting strategic growth across the organization.
You will:
· 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.
You bring:
· 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
· Experience with AI driven contact center tools
· Experience managing large multi-site onshore/offshore call center environments
Gravie:
In order to transform health insurance and build a health plan everyone can love, we need talented people doing amazing work. In exchange, we offer a great overall employee experience with opportunities for career growth, meaningful mission-driven work, and an above average total rewards package.
The salary range for this position is $75,750 - $126,250 annually. Numerous factors including, but not limited to, educations, skills, work experience, certifications, etc. will be considered when determining compensation.
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, cell phone reimbursement, transportation perks, education reimbursement, and 1 week of paid paw-ternity leave.
A Little More About Us:
At Gravie, we're on a mission to reinvent health benefits for small and midsize businesses—making high-quality, affordable healthcare accessible to employers and their employees. We believe better benefits lead to better lives, and we’re building the future of health benefits to reflect just that.
We’re proud to be the only company offering both innovative level-funded health plans and a market-leading ICHRA solution, giving employers more choice and flexibility than ever before.
And guess what? Our customers love us. With member and employer satisfaction rates consistently trending above 80%, we know our health plans are working the way they should. Backed by some of the most sought-after investors in the country, we have the resources and long-term support to build something truly transformative—and we’re just getting started.
At Gravie, we do things differently. We’ll challenge you, and we’ll welcome you challenging us. Good ideas are everyone's job here. You’ll join a team that’s smart, mission-driven, and unafraid to push boundaries if it means making a bigger impact for the people we serve.
If you're energized by a high-performance, high-trust environment where your voice matters, Gravie might be just the place for you.
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