Remote WFM Specialist: Forecasting, Scheduling & Analytics

Navitus; Boise (ID); Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match up to 5% - No vestр

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Pro/Mf

Referral Bonus Program – up to $750!

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support forecasting, scheduling, data analysis, and reporting to ensure service levels are met. The role involves validating WFM data, developing dashboards, and identifying efficiency improvements.

The position offers a remote-friendly environment with strong benefits, paid time off, and a 401(k) match, while requiring experience in contact centers and WFM tools.

Qualifications

• Four years’ experience in a contact center with at least one year in workforce management.
• Experience forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements and testing these reports.
• Participate in and support compliance program objectives.
• Ability to interact cooperatively and respectfully with coworkers.

Responsibilities

• Run volume forecasts, headcount requirements, and AHT analysis to ensure scheduling accuracy.
• Conduct routine data validation of WFM systems and reports.
• Measure forecast accuracy and meet established goals.
• Schedule activities around forecasted contact patterns in the WFM system.
• Adjust call routing to meet service levels and manage multiple queues.
• Identify needs for departmental reports and submit enhancements; see through to production.
• Document requirements to generate reports, dashboards, and forecasts.
• Develop training materials and document policies and procedures.
• Other duties as assigned

Skills

Forecasting

Scheduling

Data analysis

Communication

Team collaboration

Education

High school diploma or equivalent

Associate degree in mathematics or statistics

Tools

WFM tools

Reporting tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support forecasting, scheduling, data analysis, and reporting to ensure service levels are met. The role involves validating WFM data, developing dashboards, and identifying efficiency improvements.

The position offers a remote-friendly environment with strong benefits, paid time off, and a 401(k) match, while requiring experience in contact centers and WFM tools.