Kelly Gravelle

I am a proven leader in Workforce Management (WFM) technology implementation and optimization, with a strong record of improving employee engagement, operational efficiency, and technology integration in fast-paced contact center environments. Currently, I serve as the Manager of Workforce Management at GEOTAB, where I lead and mentor a WFM team, driving operational efficiency across contact center operations.

Throughout my career, I have enhanced WFM offerings through product management and have acted as a subject matter expert (SME) for WFM and contact center technologies. My experience includes collaborating with telephony and call routing teams to optimize skill functionality and IVR setup, as well as championing the integration of AI solutions for chat, IVR, and agent assist capabilities. I pride myself on my ability to work cross-functionally to assess technology changes and their impacts on operations, ensuring data integrity and actionable insights.

With over 25 years of experience in WFM, I have developed long-term forecasts and capacity plans for support operations and have successfully led migrations from legacy to modern WFM platforms. My technical expertise includes advanced Excel-based WFM tools, AI integration, and strategic workforce planning, making me a key player in enhancing operational efficiency and driving business success.