Remote WFM Specialist: Forecasting & Scheduling

Navitus; Lansing (MI); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO 20 days

Parental leave 4 weeks

9 holidays

401K match 5%

Adoption assistance

FSA

Educational assistance

Professional membership assistance

Referral bonus $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet service levels. The role involves data validation, trend analysis, and building dashboards for staffing decisions in a dynamic contact center environment.

You will develop reports, train staff, and collaborate across teams to drive efficiency and accuracy in workforce planning. Remote-ready role with comprehensive benefits offered by Navitus Health Solutions.

Qualifications

• A high school diploma or equivalent is required; associate degree preferred.
• Four years’ contact center experience plus one year in workforce management forecasting, scheduling, and using WFM tools.
• Experience writing, testing, and implementing reports is desired.
• Participate in compliance program objectives.
• Ability to interact cooperatively with employees.

Responsibilities

• Run and review volume forecasts, headcount needs, and scheduling analyses to ensure accurate staffing.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy in short and long term horizons and meet goals.
• Schedule activities around forecasted patterns and keep WFM data current.
• Adjust call routing to meet service levels and manage multiple queues.
• Identify needs for department reports and pursue enhancements to production.
• Shadow staff to find opportunities to reduce handle time and improve FCR.
• Document requirements to generate reports, charts, dashboards, and forecasts.
• Develop training materials and document policies and procedures.
• Other duties as assigned.

Skills

Forecasting

Scheduling

WFM tools

Data analysis

Reporting

Education

High school diploma

Associate degree in mathematics or statistics

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet service levels. The role involves data validation, trend analysis, and building dashboards for staffing decisions in a dynamic contact center environment.

You will develop reports, train staff, and collaborate across teams to drive efficiency and accuracy in workforce planning. Remote-ready role with comprehensive benefits offered by Navitus Health Solutions.