Remote WFM Specialist: Forecasting, Scheduling & Analytics

Navitus; Columbus (OH); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

20 days PTO

Parental leave

9 holidays

401K match

Adoption Assistance

Flexible Spending Account

Educational Assistance

Referral Bonus

Job summary

Navitus Health Solutions seeks a Specialist, Workforce Management to support forecasting, scheduling, and reporting to ensure service levels are met. The role involves data validation, dashboard creation, and continuous improvement of staffing plans across shifts and queues.

The ideal candidate has extensive contact center experience with WFM tools, strong analytical skills, and a collaborative approach to meet evolving demand and service goals.

Qualifications

• High school diploma or equivalent required; associate degree in math/statistics preferred.
• Four years of contact center experience; at least one year in workforce management forecasting and scheduling.
• Experience writing and testing reports and implementing reporting requirements.
• Ability to participate in compliance objectives and interact cooperatively with others.
• Experience using WFM systems and generating data-driven insights.

Responsibilities

• Run and review volume forecasts, headcount, and AHT analysis to ensure scheduling accuracy.
• Validate WFM data and reports through routine data checks.
• Monitor forecast accuracy and meet established goals.
• Schedule activities around forecasted patterns and adjust in the WFM system.
• Adjust call routing to meet service levels and manage multiple queues.

Skills

Forecasting

Scheduling

Data analysis

Reporting

WFM systems

Communication

Education

High school diploma or equivalent

Associate degree in math/statistics or related field preferred

Tools

WFM tools

Job description

Navitus Health Solutions seeks a Specialist, Workforce Management to support forecasting, scheduling, and reporting to ensure service levels are met. The role involves data validation, dashboard creation, and continuous improvement of staffing plans across shifts and queues.

The ideal candidate has extensive contact center experience with WFM tools, strong analytical skills, and a collaborative approach to meet evolving demand and service goals.