Remote Workforce Forecasting & Scheduling Specialist

Navitus

Atlanta (GA)

Remote

USD 60,000 - 90,000

Full time

14 days+

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Benefits offered by this job

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

Referral Bonus Program – up to $750

Job summary

Navitus Health Solutions in Atlanta is seeking a Specialist, Workforce Management to support forecasting, scheduling, analysis, and reporting to help the contact center meet service level commitments. The role involves troubleshooting WFM systems, reviewing data, and creating insights to staff effectively for current and future volumes.

You will collaborate across teams, develop dashboards, validate data, and contribute to process improvements.

Qualifications

Requires high school diploma or equivalent; associate degree preferred in math/statistics.
Minimum four years in a contact center with at least one year forecasting, scheduling, and WFM tools experience.
Experience writing reports, testing, and implementing analytics reports is a plus.
Supports compliance program objectives and teamwork.

Responsibilities

Run and review volume forecasts, headcount requirements, and handle time analyses to ensure accurate scheduling.
Validate WFM data and reports regularly.
Measure forecast accuracy for short and long term periods.
Schedule activities around forecasted patterns and update the WFM system accordingly.
Adjust call routing to meet service levels and manage multiple queues.
Develop reports, dashboards, and scorecards for business use.
Create training materials and document policies and procedures.