WFM Analyst – Scheduling & Forecasting

Gravie; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Flexible PTO

Parental leave (up to 16 weeks)

Job summary

Gravie seeks a Workforce Management Analyst in the United States to monitor queues, forecast demand, and coordinate staffing for our health benefits support teams. You will analyze call data, generate reports, and partner with supervisors to optimize schedules across lines of business.

Experience with Five9, strong Excel skills, and a data-driven mindset are required. You will work with WFM tools, BI dashboards, and collaborate with BPO partners to ensure staffing aligns with operational needs.

Qualifications

• 1-3 years in a contact center, 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 (VLOOKUP/XLOOKUP, IF, pivot tables).
• Familiarity with ACD or telephony platforms (Five9, Genesys, Avaya).
• Strong analytical mindset with high attention to detail and ability to identify trends in data.
• Excellent organizational and time management skills in a fast-paced environment.
• Clear written and verbal communication; comfortable presenting data summaries.

Responsibilities

• Monitor inbound contact center queues and channels to align staffing with forecasted volume.
• Track agent adherence to schedules and flag real-time deviations.
• Manage inbound WFM tickets including schedule changes and approvals.
• Review attendance records for payroll alignment.
• Engage with team members and escalations to supervisors as needed.
• Analyze workforce data from ACD/WFM to support scheduling decisions.
• Capture and report on historical call center statistics (volume, handle time, shrinkage).
• Deliver daily and ad hoc WFM reports to leadership.
• Forecast and plan capacity by headcount needs across business lines.
• Develop expertise in IVR testing and QA to support senior team members.
• Partner with supervisors, QA, and training to align schedules with operational needs.
• Coordinate with BPO partners for consistent adherence monitoring and reporting.

Skills

Contact center experience

Five9 experience

Excel advanced

ACD/telephony familiarity

Data analysis

Time management

Communication

Tools

Five9

Tableau

WFM software

Job description

Gravie seeks a Workforce Management Analyst in the United States to monitor queues, forecast demand, and coordinate staffing for our health benefits support teams. You will analyze call data, generate reports, and partner with supervisors to optimize schedules across lines of business.

Experience with Five9, strong Excel skills, and a data-driven mindset are required. You will work with WFM tools, BI dashboards, and collaborate with BPO partners to ensure staffing aligns with operational needs.