Remote Workforce Management Specialist

Visa Hunt; United States; On-site; USD 34,000 - 41,000; 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 up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Referral Bonus Program – up to $750

Job summary

Lumicera Health Services is seeking a Specialist, Workforce Management to join our team. The WFM Specialist supports setup, scheduling, analysis, forecasting, and reporting to meet internal and external service levels.

This remote, US-based role will review data, generate reports, and recommend staffing to optimize performance and future volume projections. The position emphasizes adherence to compliance and documentation of procedures.

Qualifications

• High school diploma or GED required. Associate’s degree in Mathematics, Statistics, or related field preferred.
• 4 years’ experience working in a contact center environment.
• 1 year of workforce management experience forecasting, scheduling, and utilizing WFM tools.
• Experience writing reporting requirements, testing, and implementing these reports.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

Responsibilities

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Collaborate with department leadership to understand all possible impacts to volume and staffing.
• Measure accuracy of forecasts on short and long-term basis; meet forecast accuracy goals.
• Review staffing forecasts daily/weekly and address staffing concerns proactively.
• Monitor volume demand in real time and flex workforce accordingly.
• Schedule activities around forecasted contact patterns and maintain WFM data.
• Notify affected parties when off-line activities need rescheduling.
• Adjust call routing to meet service levels; manage multiple queues and skill groups.

Skills

Forecasting & scheduling

WFM tools

Reporting requirements

Team collaboration

Education

High school diploma or GED

Associate’s degree in Math/Statistics or related field

Tools

Workforce Management software

Job description

Lumicera Health Services is seeking a Specialist, Workforce Management to join our team. The WFM Specialist supports setup, scheduling, analysis, forecasting, and reporting to meet internal and external service levels.

This remote, US-based role will review data, generate reports, and recommend staffing to optimize performance and future volume projections. The position emphasizes adherence to compliance and documentation of procedures.