Remote WFM Specialist - Forecasting, Scheduling & Analytics

Navitus; Jefferson City (MO); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid time off (20 days)

Parental leave (4 weeks)

Holidays (9)

401K company match (up to 5%)

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Professional Membership assistance

Referral Bonus Program - up to $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling and reporting to ensure service levels are met. The role involves data validation, analysis, and developing reports to drive staffing decisions.

The ideal candidate will have a high school diploma or equivalent, with several years in a contact center and at least one year in workforce management. The position supports a remote work arrangement with comprehensive benefits.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Four years in a contact center with at least one year in workforce management forecasting and scheduling.
• Experience writing reporting requirements and implementing reports is a plus.

Responsibilities

• Run and review volume forecasts, headcount requirements, and shift needs to ensure accurate scheduling.
• Validate and document routine data validation of WFM systems and reports.
• Measure forecast accuracy against goals for short- and long-term horizons.
• Schedule activities per forecasted contact patterns and keep WFM data current.
• Adjust call routing to meet service levels and manage multiple queues and skill groups.
• Identify reporting needs and submit enhancements; deliver production reports.
• Shadow staff to find opportunities to reduce handle time and improve first-call resolution.
• Create reports, dashboards, and scorecards; develop training materials and policies.
• Other duties as assigned.

Education

High school diploma or equivalent

Associate degree in mathematics, statistics, or related field preferred

Tools

WFM tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling and reporting to ensure service levels are met. The role involves data validation, analysis, and developing reports to drive staffing decisions.

The ideal candidate will have a high school diploma or equivalent, with several years in a contact center and at least one year in workforce management. The position supports a remote work arrangement with comprehensive benefits.