Remote Workforce Management Specialist - Forecasting

Navitus; Hartford (CT); Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Top health, dental, and vision

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/M-

Referral Bonus Program – up to $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support workforce management setup, forecasting, scheduling, and reporting to help meet service levels.

You will analyze data, validate WFM reports, and develop dashboards to inform staffing decisions. Collaboration with operations and IT is essential to drive efficiencies and improve forecasting accuracy.

Qualifications

• High school diploma required; associate degree preferred.
• 4+ years in a contact center with at least 1 year in forecasting and scheduling.
• Experience writing and implementing reporting requirements.
• Ability to cooperate with colleagues and comply with programs.

Responsibilities

• Run and review volume forecasts and headcount for scheduling.
• Validate WFM data and reports regularly.
• Measure forecast accuracy in short and long term horizons.
• Schedule activities around forecasted patterns in the WFM system.
• Adjust call routing to meet service levels and manage queues.
• Identify reporting needs and pursue enhancements; production-ready.
• Shadow staff to find opportunities to reduce handle time and improve FCR.
• Document requirements to generate reports, dashboards, forecasts.
• Develop training materials and procedures documentation.
• Perform other duties as assigned.

Skills

Forecasting

Scheduling

Data analysis

Reporting

Education

High school diploma or equivalent

Associate degree in mathematics or statistics preferred

Tools

WFM tools

Workforce management software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support workforce management setup, forecasting, scheduling, and reporting to help meet service levels.

You will analyze data, validate WFM reports, and develop dashboards to inform staffing decisions. Collaboration with operations and IT is essential to drive efficiencies and improve forecasting accuracy.