Remote Workforce Management Specialist — Forecasting & Scheduling

Navitus; Montpelier (VT); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

PTO 20 days

Parental leave

401K match

Education assistance

Referral bonus

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The WFM Specialist supports workforce management setup, scheduling, analysis, forecasting, and reporting to help meet service levels.

The role troubleshoots WFM systems and creates ad-hoc and standard reports to identify performance improvements and staffing needs. The ideal candidate has multiple years of contact center experience with WFM forecasting, scheduling, and reporting, and can work remotely as

Qualifications

• Four+ years in a contact center with at least one year in workforce management forecasting and scheduling.
• Experience writing and implementing reporting requirements.
• Ability to adhere to compliance objectives and work cooperatively with others.

Responsibilities

• Run and review volume forecasts and headcount requirements to ensure accurate scheduling.
• Validate WFM data and reports.
• Meet forecast accuracy goals over short and long term.
• Manage queues and adjust routing to meet service levels.
• Develop and submit requests for reporting enhancements; produce dashboards and scorecards.
• Develop training materials and document policies and procedures.

Skills

Forecasting

Scheduling

WFM tools

Data analysis

Reporting

Communication

Education

High school diploma

Associate degree in Math/Stats

Tools

WFM systems

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The WFM Specialist supports workforce management setup, scheduling, analysis, forecasting, and reporting to help meet service levels.

The role troubleshoots WFM systems and creates ad-hoc and standard reports to identify performance improvements and staffing needs. The ideal candidate has multiple years of contact center experience with WFM forecasting, scheduling, and reporting, and can work remotely as