Remote Workforce Management Specialist

Navitus; Raleigh (NC); Remote; USD 65,000 - 90,000; Full time

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 of up to 5% - No v

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Pro

Referral Bonus Program – up to $750!

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support setup, scheduling, analysis, and forecasting to meet service levels. The role includes data validation, report requests, and process improvements across WFM systems. Collaboration with teams to optimize staffing and performance is required.

The position emphasizes developing training materials and maintaining documentation while ensuring adherence to compliance objectives and organizational standards.

Qualifications

• Minimum of a high school diploma or equivalent required; an associate degree is preferred.
• Four+ years of experience in a contact center environment with at least one year in workforce management forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements, testing, and implementing these reports is a plus.

Responsibilities

• Run and review volume forecasts, shrinkage analysis, headcount requirements, new hire/shift requirements, and AHT analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy on short- and long-term bases and meet forecast accuracy goals.
• Schedule activities around forecasted contact patterns and ensure WFM system accuracy; reschedule as needed.
• Adjust call routing when unusual patterns occur to meet service levels; manage multiple queues and skill groups.
• Identify needs for department reports and submit enhancement requests through production.
• Shadow staff to identify opportunities to reduce handle time and improve first call resolution.
• Document and assemble requirements to generate reports, charts, dashboards, and forecasts for business use.
• Develop training materials and document policies and procedures.

Education

High School Diploma or Equivalent

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support setup, scheduling, analysis, and forecasting to meet service levels. The role includes data validation, report requests, and process improvements across WFM systems. Collaboration with teams to optimize staffing and performance is required.

The position emphasizes developing training materials and maintaining documentation while ensuring adherence to compliance objectives and organizational standards.