Remote WFM: Forecasting & Scheduling

Navitus; Baton Rouge (LA); Remote; USD 54,000 - 72,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

20 days paid time off

4 weeks parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan & Pro Mgmt

Referral Bonus up to $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role supports setup, scheduling, analysis, and forecasting to meet service levels.

You will troubleshoot WFM systems, review data, and request enhancements to analytic reports to drive staffing efficiency. The position requires experience in a contact center environment with WFM forecasting and scheduling, plus a focus on consistent service levels and performance improvement.

Qualifications

• HS diploma or equivalent required, associate degree preferred
• 4+ years in a contact center environment with 1+ year in workforce management forecasting, scheduling
• Experience writing reporting requirements and implementing reports is desirable
• Participate in, adhere to, and support compliance program objectives
• Ability to interact cooperatively and respectfully with others

Responsibilities

• Run and review volume forecasts, shrinkage analysis, headcount requirements, and average handle time to inform scheduling
• Conduct and document routine data validation of WFM systems and reports
• Measure forecast accuracy for short and long term goals
• Schedule activities around forecasted contact patterns and update WFM system accordingly
• Adjust call routing to meet service levels, manage multiple queues and skill groups
• Identify needs for departmental reports and submit enhancement requests
• Shadow staff to identify opportunities to reduce handle time and improve first call resolution
• Document requirements to generate reports, dashboards, and forecasts
• Develop training materials and document policies and procedures
• Perform other duties as assigned

Skills

Forecasting

Scheduling

WFM tools

Reporting requirements

Compliance

Communication

Education

High school diploma or equivalent

Associate degree in mathematics or statistics or related field preferred

Tools

WFM software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role supports setup, scheduling, analysis, and forecasting to meet service levels.

You will troubleshoot WFM systems, review data, and request enhancements to analytic reports to drive staffing efficiency. The position requires experience in a contact center environment with WFM forecasting and scheduling, plus a focus on consistent service levels and performance improvement.