Remote WFM Specialist: Forecasting & Scheduling

Navitus; Annapolis (MD); À distance; USD 55 000 - 70 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

Paid time off 20 days

Parental leave 4 weeks

401K match 5%

Adoption assistance

Flexible Spending Account

Educational assistance

Referral bonus up to $750

Résumé du poste

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support WFM setup, scheduling, analysis, and forecasting to meet service levels and improve performance.

You will generate and enhance analytic reports, and provide recommendations for staffing and efficiency improvements. The role requires strong data skills and experience in a contact center environment, with an emphasis on forecast accuracy and dashboard/report creation.

Qualifications

• A high school diploma or equivalent is required; an associate degree is preferred.
• Four years’ experience in a contact center is required, with at least one year in forecasting, scheduling, and WFM tools.
• Experience writing reporting requirements, testing, and implementing reports is desired.
• Participate in and support compliance program objectives.
• Ability to interact cooperatively and respectfully with coworkers.

Responsabilités

• Run and review volume forecasts, shrinkage analysis, headcount requirements, shift needs, and AHT analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy on short and long term bases; meet forecast goals.
• Schedule activities around forecasted contact patterns; keep WFM system updated.
• Adjust call routing as needed to meet service levels; manage multiple queues and skill groups.
• Identify needs for department reports and submit enhancement requests; ensure production.
• Shadow staff to find opportunities to reduce handle time or improve first contact resolution.
• Document and assemble requirements to generate reports, charts, dashboards, and forecasts for business use.
• Develop training materials and document policies and procedures.
• Perform additional duties as assigned.

Connaissances

Forecasting

Scheduling

WFM tools

Reporting

Data analysis

Communication

Formation

High school diploma or equivalent

Associate degree in math, statistics, or related field preferred

Outils

WFM software platforms

Description du poste

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support WFM setup, scheduling, analysis, and forecasting to meet service levels and improve performance.

You will generate and enhance analytic reports, and provide recommendations for staffing and efficiency improvements. The role requires strong data skills and experience in a contact center environment, with an emphasis on forecast accuracy and dashboard/report creation.