Manager, Workforce Planning & Analytics - Remote

Navitus Health Solutions; United States; On-site; USD 64,000 - 77,000; Full time

Benefits offered by this job

Health insurance

20 days PTO

4 weeks parental leave

9 holidays

401K match up to 5%

Adoption Assistance

Flexible Spending Account

Educational Assistance

Referral Bonus up to $750

Job summary

Navitus Health Solutions is seeking a Manager of Workforce Management to lead the workforce planning team and ensure optimal staffing and service level performance across the contact center. This role oversees setup, scheduling, forecasting, and analysis to meet commitments and coordinates analytics and reporting using WFM data.

The Manager serves as the primary contact for WFM system maintenance, outages, and technical issue resolution, training associates, and driving data-driven decision

Qualifications

• Bachelor’s degree in mathematics, statistics, or related field or equivalent work experience required.
• 3+ years’ experience working in a contact center environment with 1+ year workforce management experience forecasting, scheduling, and utilizing WFM tools required.
• 3+ years of experience in coaching, mentoring, and/or leading others required.
• 2+ years’ experience using contact center reporting tools.

Responsibilities

• Lead a team of analysts and coordinators to ensure timely and high quality work is delivered.
• Interface as department representative with IT to ensure continuity of the phone system, reporting tools, and workforce management software.
• Serve as direct contact for all matters relating to the phone system application.
• Make independent decisions on the set-up of system parameters of the WFM system.
• Responsible for approval of development of training materials and documentation of policies and procedures.
• Work cross functionally with call center and other operations department leadership to execute tactical plans that align with the goals and objectives of the WFM program.
• Assist in the analysis of WFM capacity and capabilities for managing new clients.
• Support the development of forecast volume, shrinkage, headcount requirements, new hire/modified shifts, and average handle time and measures accuracy of those forecasts against actual volume.

Skills

Team leadership

Coaching

Analytical thinking

Communication

Education

Bachelor's degree in mathematics, statistics, or related field

Tools

WFM software

Contact center reporting tools

Job description

Navitus Health Solutions is seeking a Manager of Workforce Management to lead the workforce planning team and ensure optimal staffing and service level performance across the contact center. This role oversees setup, scheduling, forecasting, and analysis to meet commitments and coordinates analytics and reporting using WFM data.

The Manager serves as the primary contact for WFM system maintenance, outages, and technical issue resolution, training associates, and driving data-driven decision