Remote WFM Specialist: Forecasting & Scheduling

Navitus; Madison (WI); Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

20 days paid time off

Parental leave

9 paid holidays

401K company match

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Referral Bonus Program

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support setup, scheduling, analysis, forecasting, and reporting to ensure service levels are met. This role involves data validation, report enhancements, and developing materials to guide workforce decisions.

You will collaborate with multiple teams to adjust routing and optimize staffing. The ideal candidate has a background in contact centers and WFM tools with strong analytical skills and

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 4+ years in a contact center with at least 1 year workforce management forecasting and scheduling.
• Experience writing reporting requirements, testing and implementing reports.
• Support compliance program objectives.
• Ability to interact cooperatively and respectfully with colleagues.

Responsibilities

• Run and review volume forecasts, shrinkage analysis, headcount requirements, and AHT analysis for scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy and meet established goals both short- and long-term.
• Schedule activities around forecasted contact patterns and keep WFM records current.
• Adjust call routing to meet service levels and manage multiple queues.
• Identify needs for departmental reports and request enhancements; take to production.
• Shadow staff to identify opportunities to reduce handle time and improve FCR.
• Document and assemble requirements to generate reports, charts, dashboards, and forecasts.
• Develop training materials and document policies and procedures.
• Perform other duties as assigned.

Skills

Forecasting

Scheduling

Data analysis

Communication

Education

High school diploma

Associate degree in math/statistics

Tools

WFM software

Reporting tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support setup, scheduling, analysis, forecasting, and reporting to ensure service levels are met. This role involves data validation, report enhancements, and developing materials to guide workforce decisions.

You will collaborate with multiple teams to adjust routing and optimize staffing. The ideal candidate has a background in contact centers and WFM tools with strong analytical skills and