Remote Workforce Management Specialist

Navitus; Sacramento (CA); Remote; USD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

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

Referral Bonus Program – up to $750

Zusammenfassung

Navitus Health Solutions is seeking a Specialist, Workforce Management to support setup, scheduling, forecasting, and analysis to meet internal and external service levels commitments. The WFM Specialist will review data, generate reports, and help staff future volumes while ensuring accuracy and efficiency.

With a background in a contact center and 1+ year of workforce management experience, you will contribute to data validation, reporting enhancements, and development of training materials

Qualifikationen

• High school diploma or equivalent required; associate degree preferred.
• 4+ years in a contact center environment with 1+ year in workforce management.
• Experience writing and implementing reports is a plus.
• Ability to adhere to compliance program objectives.
• Collaborative and respectful communication with colleagues.

Aufgaben

• Run and review volume forecasts, headcount requirements, and AHT analysis for scheduling.
• Validate WFM data and reports.
• Meet forecast accuracy goals on short- and long-term horizons.
• Schedule activities around forecasted patterns and update the WFM system.
• Adjust call routing to meet service levels and manage multiple queues.
• Identify and request enhancements for department reports; implement in production.
• Shadow staff to find opportunities to reduce handle time and improve first call resolution.
• Document requirements for reports, dashboards, and forecasts.
• Develop training materials and document policies and procedures.
• Other duties as assigned.

Kenntnisse

Forecasting

Scheduling

Data analysis

Reporting

Collaboration

Ausbildung

High school diploma

Associate degree in math or statistics

Tools

WFM tools

Reporting tools

Jobbeschreibung

Navitus Health Solutions is seeking a Specialist, Workforce Management to support setup, scheduling, forecasting, and analysis to meet internal and external service levels commitments. The WFM Specialist will review data, generate reports, and help staff future volumes while ensuring accuracy and efficiency.

With a background in a contact center and 1+ year of workforce management experience, you will contribute to data validation, reporting enhancements, and development of training materials