Remote WFM Specialist: Forecasting & Scheduling

Navitus; Oklahoma City (OK); Remoto; USD 50.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health, Dental, Vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Prof.

Referral Bonus Program – up to $750

Descrizione del lavoro

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team in supporting forecasting, scheduling, analysis, and reporting to meet service levels. The role involves troubleshooting WFM systems, validating data, and developing dashboards to drive staffing decisions and efficiency.

The ideal candidate has strong experience in contact centers, forecast accuracy, and report development, with a focus on meeting performance goals and improving first-call resolution.

Competenze

• Experience forecasting, scheduling, and using WFM tools in a contact center environment.
• Ability to write and validate reporting requirements and implement reports.
• Experience validating data and supporting compliance objectives.

Mansioni

• Run and review volume forecasts, headcount requirements, and average handle time analysis for scheduling.
• Validate WFM data and reports; ensure forecast accuracy against goals.
• Adjust call routing and manage multiple queues to meet service levels.
• Identify needs for new or enhanced departmental reports and generate dashboards.

Conoscenze

Forecasting

Scheduling

WFM tools

Data analysis

Reporting

Compliance

Team collaboration

Formazione

High school diploma or equivalent

Associate degree in mathematics, statistics, or related field preferred

Strumenti

WFM software

Descrizione del lavoro

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team in supporting forecasting, scheduling, analysis, and reporting to meet service levels. The role involves troubleshooting WFM systems, validating data, and developing dashboards to drive staffing decisions and efficiency.

The ideal candidate has strong experience in contact centers, forecast accuracy, and report development, with a focus on meeting performance goals and improving first-call resolution.