Remote Workforce Forecasting & Scheduling Specialist

Navitus; Helena (MT); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Paid time off - 20 days

Parental leave - 4 weeks

401K company match

Adoption Assistance Program

Flexible Spending Account

Education Assistance Plan

Referral Bonus Program – up to $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. This role supports workforce management setup, scheduling, analysis, and forecasting to help meet service levels and commitments.

The WFM Specialist performs system troubleshooting, data reviews, and requests enhancements to analytic reports. They develop staff reports, training materials, and procedures while collaborating across teams.

Qualifications

• Minimum of a high school diploma or equivalent; associate degree preferred
• At least four years in a contact center environment with at least one year forecasting, scheduling, and WFM tooling experience
• Experience writing reporting requirements, testing, and implementing reports desired
• Ability to participate in and support compliance programs and collaborate with teammates
• Strong cooperative and respectful interaction with other employees

Responsibilities

• Run and review volume forecasts, shrinkage analysis, headcount requirements, shift requirements, and AHT analyses to ensure scheduling accuracy
• Conduct and document routine data validation of WFM systems and reports
• Measure forecast accuracy and meet established goals
• Schedule activities around forecasted contact patterns and keep WFM data current
• Adjust call routing to match unusual patterns and manage multiple queues and skill groups
• Identify need for reports and request enhancements; drive production of dashboards and scorecards
• Assist in developing training materials and documenting policies and procedures
• Other duties as assigned

Skills

Forecasting analysis

Scheduling optimization

Reporting requirements

Interpersonal communication

Team collaboration

Education

High school diploma or equivalent

Associate degree in mathematics, statistics, or related field

Tools

WFM software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. This role supports workforce management setup, scheduling, analysis, and forecasting to help meet service levels and commitments.

The WFM Specialist performs system troubleshooting, data reviews, and requests enhancements to analytic reports. They develop staff reports, training materials, and procedures while collaborating across teams.