Remote Workforce Optimization Specialist

Navitus; Springfield (IL); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, dental and vision insurance

20 days paid time off

4 weeks parental leave

9 paid holidays

401K company match up to 5%

Adoption assistance

Flexible spending account

Educational assistance and membership

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, data analysis, and reporting to meet service levels. The role includes validating WFM data, generating dashboards, and developing training materials and procedures.

The ideal candidate has 4+ years in a contact center and at least 1 year in workforce management, with experience using WFM tools. Navitus offers robust benefits and a supportive remote-friendly environment.

Qualifications

• 4+ years of experience in a contact center environment.
• At least 1 year forecasting, scheduling and using WFM tools in workforce management.
• Experience writing reporting requirements, testing and implementing these reports.

Responsibilities

• Run and review volume forecasts, headcount requirements, and analysis to ensure accurate scheduling.
• Validate WFM data and reports.
• Meet forecast accuracy goals in short- and long-term horizons.
• Schedule activities around forecasted patterns and update WFM systems accordingly.
• Adjust call routing to meet service levels and manage multiple queues.

Skills

Forecasting

Scheduling

WFM tools

Education

High school diploma or equivalent

Associate degree in mathematics or statistics (preferred)

Tools

WFM tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, data analysis, and reporting to meet service levels. The role includes validating WFM data, generating dashboards, and developing training materials and procedures.

The ideal candidate has 4+ years in a contact center and at least 1 year in workforce management, with experience using WFM tools. Navitus offers robust benefits and a supportive remote-friendly environment.