Remote Workforce Management & Analytics Specialist

Navitus Health Solutions / Lumicera Health Services; United States; Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

20 days paid time off

4 weeks parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance

Flexible Spending Account

Educational Assistance Plan

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support setup, scheduling, analysis, and forecasting to meet service levels. The role involves troubleshooting WFM systems, generating reports, and making staffing recommendations for current and future volume.

The incumbent will develop training materials and documentation, ensure data accuracy, and collaborate across teams to improve efficiencies and performance in Navitus’ remote workforce environment.

Qualifications

• A minimum of a high school diploma or equivalent is required.
• Associate degree in mathematics, statistics, or related field preferred.
• At least four years’ experience in a contact center environment with at least one year forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements and implementing reports is desirable.
• Ability to participate in and support compliance objectives and work cooperatively with others.

Responsibilities

• Run and review volume forecasts and headcount requirements to ensure accurate scheduling.
• Validate WFM data and reports on a routine basis.
• Meet forecast accuracy goals and adjust staffing as needed.
• Schedule activities around forecasted contact patterns and manage multiple queues.
• Identify reporting needs and request enhancements; develop dashboards and scorecards.

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support setup, scheduling, analysis, and forecasting to meet service levels. The role involves troubleshooting WFM systems, generating reports, and making staffing recommendations for current and future volume.

The incumbent will develop training materials and documentation, ensure data accuracy, and collaborate across teams to improve efficiencies and performance in Navitus’ remote workforce environment.