Remote WFM Specialist: Forecasting & Scheduling

Navitus; Des Moines (IA); Remote; USD 32,000 - 48,000; Full time

Benefits offered by this job

Health/dental/vision insurance

Paid time off (20 days)

Parental leave (4 weeks)

Holidays (9)

401K match up to 5%

Adoption assistance

Flexible spending account

Educational assistance and membership

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet internal and external service levels. The role involves analyzing data, validating WFM systems, and developing dashboards and reports for performance improvement.

Ideal candidates have 4+ years in contact centers with WFM experience, and strong skills in forecasting, scheduling, and reporting.

Qualifications

• High school diploma or equivalent required; associate degree in mathematics, statistics, or related field preferred.
• At least four years’ experience in a contact center with at least one year in workforce management forecasting, scheduling, and using WFM tools.
• Experience writing and testing reporting requirements and implementing reports desired.
• Participation in and support of compliance program objectives.
• Ability to interact cooperatively and respectfully with other employees.

Responsibilities

• Run and review volume forecasts, shrinkage analyses, headcount needs, and shift requirements to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy on short- and long-term bases and meet forecast accuracy goals.
• Schedule activities around forecasted contact patterns and keep WFM data current; reschedule as needed.
• Adjust call routing to unusual patterns to meet service levels; manage multiple queues and skill groups.
• Identify needs for departmental reports and submit enhancement requests; see through to production.
• Document and assemble requirements for reports, charts, dashboards, and forecasts for business use.
• Develop training materials and document policies and procedures.
• Perform other duties as assigned.

Skills

Forecasting

Scheduling

Reporting

Data analysis

Compliance

Team collaboration

Education

Associate degree in mathematics or statistics

High school diploma or equivalent

Tools

WFM tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet internal and external service levels. The role involves analyzing data, validating WFM systems, and developing dashboards and reports for performance improvement.

Ideal candidates have 4+ years in contact centers with WFM experience, and strong skills in forecasting, scheduling, and reporting.