Workforce Planning Specialist — Data-Driven Scheduling

Limelight Health; Minneapolis (MN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k program

Paid parental leave

Paid holidays

Education reimbursement

Flexible PTO

Paw-ternity leave

Job summary

Gravie is seeking a Workforce Management specialist to monitor queues, forecast staffing, and analyze WFM data for optimal scheduling across lines of business. You will track adherence, manage changes, and report on attendance to align payroll with schedules.

Responsibilities include pulling data from ACD/telephony and WFM systems, delivering daily reports, and developing dashboards. Experience with Five9, Excel, and Tableau helps drive data-driven decisions in a healthcare-focused organization.

Qualifications

• 1-3 years of experience in a contact center environment.
• Hands-on experience with Five9 as a primary telephony/ACD platform.
• Excel skills including VLOOKUP/XLOOKUP, IF statements, pivot tables.
• Familiarity with ACD or telephony platforms (Five9, Genesys, Avaya).
• Strong analytical mindset with high attention to detail.
• Excellent organizational and time management skills.
• Clear written and verbal communication; comfortable presenting data summaries.

Responsibilities

• 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 escalation 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.

Skills

Contact center experience

Excel (VLOOKUP/XLOOKUP)

Data analysis

Communication skills

Time management

Attention to detail

Presentation of data

Tools

Five9

Tableau

NICE IEX

Assembled

Job description

Gravie is seeking a Workforce Management specialist to monitor queues, forecast staffing, and analyze WFM data for optimal scheduling across lines of business. You will track adherence, manage changes, and report on attendance to align payroll with schedules.

Responsibilities include pulling data from ACD/telephony and WFM systems, delivering daily reports, and developing dashboards. Experience with Five9, Excel, and Tableau helps drive data-driven decisions in a healthcare-focused organization.