Remote WFM Specialist: Forecasting & Scheduling

Navitus; Richmond (VA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Parental leave

Paid holidays

401K match

Adoption assistance

Flexible Spending Account

Educational assistance

Professional membership assistance

Referral bonus

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to help manage forecasting, scheduling, and reporting to support service levels. The role involves analyzing data, developing reports and dashboards, and driving staffing decisions for both current and future volumes.

The WFM Specialist will validate data, produce ad-hoc analyses, and collaborate with teams to implement improvements in scheduling, routing, and performance metrics, while contributing to training and

Qualifications

• Minimum of a high school diploma or equivalent; associate degree in mathematics/statistics preferred.
• At least four years’ experience in a contact center with one year in workforce management forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements, testing, and implementing reports.
• Ability to interact cooperatively and respectfully with colleagues.

Responsibilities

• Run and review volume forecasts, headcount requirements, and average handle time analyses to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy over short and long term; meet forecast accuracy goals.
• Schedule activities around forecasted call patterns and keep WFM data current; reschedule off-line activities as needed.
• Adjust call routing to match unusual patterns to meet service levels; manage multiple queues and skill groups.
• Identify need for departmental reports and submit enhancement requests; drive production.
• Shadow staff to find opportunities to reduce handle time and improve first call resolution.
• Document requirements to generate reports, dashboards, forecasts for business use.
• Develop training materials and document policies and procedures.
• Other duties as assigned.

Skills

Forecasting

Scheduling

WFM tools

Data analysis

Reporting

Education

High school diploma or equivalent

Associate degree in mathematics or statistics (preferred)

Tools

WFM software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to help manage forecasting, scheduling, and reporting to support service levels. The role involves analyzing data, developing reports and dashboards, and driving staffing decisions for both current and future volumes.

The WFM Specialist will validate data, produce ad-hoc analyses, and collaborate with teams to implement improvements in scheduling, routing, and performance metrics, while contributing to training and