Remote Workforce Management Specialist: Forecasting

Navitus; Harrisburg (Dauphin County); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

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 and Pro/Mb

Referral Bonus Program

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role supports setup, scheduling, analysis, forecasting, and reporting to ensure service levels are met.

The WFM Specialist troubleshoots systems, validates data, and creates enhanced analytics for staffing decisions and future volume projections. The position emphasizes collaboration across teams, development of training materials, and ongoing process improvements to optimize efficiency and service

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Minimum four years' experience in a contact center with at least one year in WFM forecasting and scheduling.
• Experience writing reporting requirements and implementing reports is desirable.
• Ability to collaborate respectfully with colleagues.

Responsibilities

• Run and review volume forecasts, headcount requirements, and AHT analysis to ensure scheduling accuracy.
• Validate WFM data and reports on a routine basis.
• Measure forecast accuracy against short- and long-term goals.
• Schedule activities around forecasted contact patterns in the WFM system.
• Adjust call routing to meet service levels and manage queues.
• Develop and document training materials and policies.
• Identify and request enhancements for departmental reports.

Skills

Forecasting

Scheduling

WFM tools

Reporting

Data analysis

Education

High school diploma or equivalent

Associate degree in mathematics/statistics or related field

Tools

WFM software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role supports setup, scheduling, analysis, forecasting, and reporting to ensure service levels are met.

The WFM Specialist troubleshoots systems, validates data, and creates enhanced analytics for staffing decisions and future volume projections. The position emphasizes collaboration across teams, development of training materials, and ongoing process improvements to optimize efficiency and service