Remote WFM: Forecasting & Scheduling Specialist

Navitus; Salt Lake City (UT); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off

Parental leave

Holidays

401K match

Adoption assistance

Flexible Spending Account

Education assistance

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support WFM setup, scheduling, forecasting and analysis to achieve service levels across the contact center. You will review data, generate reports, and collaborate on staffing decisions.

The role focuses on forecast accuracy, staffing optimization, and improvements to analytic reports for future volume, with opportunities to impact efficiency and customer experience while working remotely.

Qualifications

• A minimum of a high school diploma or equivalent required; associate degree preferred.
• Four years' experience in a contact center environment with at least one year in workforce management forecasting and scheduling.
• Experience writing, testing, and implementing reporting requirements is desired.
• Ability to participate in and support compliance objectives and work cooperatively with colleagues.

Responsibilities

• Run and review volume forecasts, headcount requirements, and scheduling analyses to ensure accurate staffing.
• Validate WFM data and reports; monitor forecast accuracy against targets.
• Adjust schedules and routing based on forecast patterns to meet service levels.
• Identify and request enhancements for reports and dashboards to drive performance improvements.
• Assist in developing training materials and documentation of policies.

Skills

Contact center experience

Forecasting

Scheduling

Data analysis

Education

High school diploma

Associate degree in Math/Statistics

Tools

WFM software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support WFM setup, scheduling, forecasting and analysis to achieve service levels across the contact center. You will review data, generate reports, and collaborate on staffing decisions.

The role focuses on forecast accuracy, staffing optimization, and improvements to analytic reports for future volume, with opportunities to impact efficiency and customer experience while working remotely.