Remote Workforce Management Specialist

Navitus; Denver (CO); A distancia; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, and vision benefits

PTO 20 days

Parental leave 4 weeks

9 holidays

401K match 5%

Adoption assistance

FSA

Education & professional membership

Referral bonus $750

Descripción de la vacante

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to uphold service levels. The role involves validating WFM data, producing dashboards, and improving efficiency across multiple queues.

A strong data background and experience in contact centers are essential. The incumbent will contribute to forecasting accuracy, generate ad hoc analyses, and assist with training materials and procedures.

Formación

• High school diploma or equivalent required; associate degree in mathematics, statistics, or related field preferred.
• At least four years’ experience in a contact center with one year in workforce management forecasting, scheduling, and WFM tools.
• Experience writing reporting requirements, testing, and implementing reports is a plus.
• Support compliance program objectives and collaborate effectively with colleagues.

Responsabilidades

• Run and review volume forecasts, shrinkage analyses, headcount needs, and average handle time to ensure accurate scheduling.
• Validate WFM data and reports on a routine basis.
• Measure forecast accuracy in short- and long-term terms and meet forecast goals.
• Schedule activities aligned with forecasted contact patterns and update the WFM system accordingly.
• Adjust call routing to meet service levels and manage multiple queues and skill groups.
• Identify and request department reports for performance metrics and production-ready outputs.
• Shadow staff to find opportunities to reduce handle time or improve first call resolution.
• Document requirements to generate reports, dashboards, and forecasts for business use.
• Develop training materials and document policies and procedures.
• Perform other duties as assigned.

Conocimientos

Forecasting

Scheduling

WFM tools

Data validation

Teamwork

Educación

High school diploma or equivalent

Associate degree in mathematics or statistics (preferred)

Herramientas

WFM tools

Descripción del empleo

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to uphold service levels. The role involves validating WFM data, producing dashboards, and improving efficiency across multiple queues.

A strong data background and experience in contact centers are essential. The incumbent will contribute to forecasting accuracy, generate ad hoc analyses, and assist with training materials and procedures.