Remote Workforce Management Specialist

Navitus; Washington (District of Columbia); Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

20 days PTO

4 weeks parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Referral Bonus Program

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, analysis, and reporting to sustain service levels across contact channels. The role involves basic WFM system troubleshooting, data validation, and creating reports to drive staffing decisions.

The ideal candidate has several years in a contact center and hands-on WFM experience, with a focus on improving efficiency and forecasting accuracy.

Qualifications

• Has at least 4 years in a contact center environment with 1 year focused on forecasting and scheduling using WFM tools.
• Experience writing and testing reports and implementing these reports is a plus.
• Follows compliance objectives and works harmoniously with others.

Responsibilities

• Run volume forecasts, headcount and schedule analyses to meet service levels.
• Validate WFM data and reports; ensure accuracy of forecasts long and short term.
• Adjust routing and staffing to match forecast patterns and service level goals.
• Generate and request enhancements for dashboards, reports, and scorecards.

Skills

Forecasting

Scheduling

WFM tools

Data analysis

Reporting

Team collaboration

Education

High school diploma

Associate degree preferred

Tools

Workforce management systems

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, analysis, and reporting to sustain service levels across contact channels. The role involves basic WFM system troubleshooting, data validation, and creating reports to drive staffing decisions.

The ideal candidate has several years in a contact center and hands-on WFM experience, with a focus on improving efficiency and forecasting accuracy.