Remote Workforce Forecasting & Scheduling Specialist

Navitus; Lincoln (NE); Remote; USD 55,000 - 90,000; 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%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Pros.

Referral Bonus Program – up to $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role focuses on setup, scheduling, forecasting, and analysis to meet service level commitments.

The WFM Specialist troubleshoots basic systems and develops reports to guide staffing decisions and future capacity planning. The position emphasizes data validation, trend analysis, and procedural documentation, with responsibilities extending to training material development and process improvements.

Qualifications

• High school diploma or equivalent required.
• Associate degree in mathematics, statistics, or related field preferred.
• Four years’ experience in a contact center and one year in workforce management forecasting and scheduling.

Responsibilities

• Run and review volume forecasts, shrinkage analyses, headcount requirements, and AHT analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Meet forecast accuracy goals for short and long term planning.
• Schedule activities around forecasted contact patterns and update WFM system accordingly.
• Adjust call routing to meet service levels and manage multiple queues.

Skills

WFM forecasting

Call center experience

Reporting requirements

Education

High school diploma

Associate degree in mathematics or statistics

Tools

WFM software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role focuses on setup, scheduling, forecasting, and analysis to meet service level commitments.

The WFM Specialist troubleshoots basic systems and develops reports to guide staffing decisions and future capacity planning. The position emphasizes data validation, trend analysis, and procedural documentation, with responsibilities extending to training material development and process improvements.