Forecasting & Scheduling Specialist – Contact Center

Navitus; Trenton (NJ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision

Paid time off

Parental leave

Holidays

401(k) match

Adoption assistance

Flexible Spending Account

Educational assistance

Referral bonus

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet service level commitments. The role involves troubleshooting WFM systems, data validation, and producing analytic reports to drive staffing efficiency.

The ideal candidate will have a minimum of four years in a contact center with one year in workforce management, strong analytical skills, and the ability to collaborate across teams.

Qualifications

• Requires high school diploma; associate degree preferred in math/statistics.
• Four years of contact center experience with at least one year in workforce management forecasting and scheduling.
• Experience in writing reporting requirements and implementing reports is desirable.
• Ability to participate in compliance programs and work well with others.

Responsibilities

• Run and review volume forecasts, shrinkage, headcount, and average handle time to ensure accurate scheduling.
• Perform routine data validation of WFM systems and reports.
• Measure forecast accuracy, meet forecast goals, and adjust as needed.
• Schedule activities around forecasted call patterns and update WFM system accordingly.
• Identify and request enhancements for departmental reports and distribute dashboards and scorecards.
• Develop training materials and document policies and procedures.

Skills

Forecasting

Scheduling

WFM tooling

Data analysis

Education

High school diploma

Associate degree in statistics/math

Tools

WFM systems

Reporting tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet service level commitments. The role involves troubleshooting WFM systems, data validation, and producing analytic reports to drive staffing efficiency.

The ideal candidate will have a minimum of four years in a contact center with one year in workforce management, strong analytical skills, and the ability to collaborate across teams.