[Remote] Manager, Workforce Management at Gravie

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

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

Responsibilities

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

Skills

Gravie

Health benefits and insurance solutions provider

About Gravie

Gravie provides health benefits by offering straightforward and affordable health plans, primarily targeting individuals and small to midsize businesses. Their main product, Comfort, stands out because it has no deductible and no copays for most common healthcare services, allowing members to access care without unexpected costs. Additionally, Comfort includes virtual care options for musculoskeletal and mental health issues. Gravie also offers a payment solution called Gravie Pay, which enables members to pay for healthcare expenses interest-free, further easing financial stress. Unlike traditional health plans, Gravie claims that Comfort members save on out-of-pocket costs, and employers switching to Gravie often see lower premium expenses. The company has a high retention rate, indicating that many employees choose to continue with the Comfort plan in subsequent years. Gravie's goal is to simplify health benefits and reduce the financial burden of healthcare for its members.

Minneapolis, MinnesotaHeadquarters

2013Year Founded

$333.3MTotal Funding

DEBTCompany Stage

Fintech, HealthcareIndustries

201-500Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Holidays

Paid Vacation

Paid Sick Leave

Flexible Work Hours

Paid Parental Leave

Wellness Program

Alternative Medicine Coverage

Cell Phone Reimbursement

Transportation Perks

Education Reimbursement

Paid Paw-ternity Leave

Risks

Potential backlash from traditional insurers could increase competition or lobbying.

Rapid ICHRA adoption may invite regulatory scrutiny or changes.

Aggressive expansion strategy could strain resources and lead to inefficiencies.

Differentiation

Gravie's Comfort plan offers zero deductibles and copays, unlike traditional health plans.

Gravie Pay provides interest-free payment solutions, reducing financial burdens for members.

Focus on virtual healthcare services enhances accessibility and member satisfaction.

Upsides

Increased ICHRA adoption since 2020 expands Gravie's market opportunities.

Comfort plan's zero-deductible model attracts cost-conscious employers and employees.

Virtual healthcare services align with rising demand, boosting member engagement.

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