Laura Gray
About Laura Gray
Laura Gray is a WFO Short Term Planning Analyst at Cambia Health Solutions in Portland, Oregon, where she has worked since 2018. With over 15 years of experience in workforce management, she has held various roles at Wells Fargo and Kaiser Permanente, focusing on optimizing call center operations and engaging teams to achieve shared goals.
Work at Cambia Health Solutions
Laura Gray has been employed at Cambia Health Solutions as a WFO Short Term Planning Analyst since 2018. In this role, she focuses on optimizing workforce management strategies to enhance operational efficiency. Based in Portland, Oregon, she has contributed to the organization for six years, applying her extensive experience in workforce management to support the company's objectives.
Previous Experience in Workforce Management
Prior to her current position, Laura Gray held several roles at Wells Fargo, including Call Center Planning & Analysis Manager and Operations Analyst. She worked at Wells Fargo from 2003 to 2015, accumulating over 10 years of experience in various capacities related to workforce management. Additionally, she served as eWFM Program Manager at Kaiser Permanente from 2015 to 2018, further enhancing her expertise in the field.
Education and Expertise
Laura Gray studied at Portland Community College, where she developed foundational skills that support her career in workforce management. With over 15 years of experience specifically in call center workforce management, she possesses extensive knowledge of key performance indicators, analysis, and employee behavior. Her expertise includes both strategic and tactical workforce optimization for medium to large company operations.
Consultation and Training Skills
Laura Gray has successfully provided consultation, insight, and guidance to leadership regarding best practices in workforce management. She has created and delivered communications and technical training tailored for various stakeholders, including administrators, leaders, and front-line users. Her focus on leveraging strengths to inspire engagement has contributed to achieving shared goals within her teams.
Analytical Approach to Workforce Management
Laura Gray enjoys analytics and is dedicated to reporting that supports new goals or changes within her organization. She consistently thinks about how to utilize data to enhance workforce management processes. Her deep understanding of the dynamics unique to the call center environment allows her to influence employee behavior and improve overall performance.