Remote Workforce Planning & Optimization Specialist

Navitus; Phoenix (AZ); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Top industry benefits (health, dental,

Paid time off

Parental leave

401K match

Adoption Assistance

Education assistance

Referral bonus

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support workforce management setup, scheduling, analysis, forecasting, and reporting to ensure service levels are met. This role involves data validation, report enhancements, and collaboration with teams to optimize staffing and performance.

The position emphasizes developing training materials and documentation, with remote work options and a focus on improving efficiency and accuracy across WFM processes.

Qualifications

• Four years’ experience in a contact center environment.
• One year workforce management experience forecasting and scheduling.
• Experience writing reporting requirements and implementing reports.
• Support compliance program objectives.
• Ability to interact cooperatively with others.

Responsibilities

• Run volume forecasts and headcount requirements.
• Validate WFM data and reports.
• Meet forecast accuracy goals.
• Schedule activities around forecasted patterns in the WFM system.
• Adjust call routing to meet service levels.
• Identify needs for department reports and request enhancements.
• Shadow staff to find improvements in handle time and first call resolution.
• Document requirements for reports, dashboards, and forecasts.
• Develop training materials and procedures.

Skills

Forecasting

Scheduling

Data analysis

Reporting

Teamwork

Education

High school diploma

Associate degree in math/statistics

Tools

WFM systems

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support workforce management setup, scheduling, analysis, forecasting, and reporting to ensure service levels are met. This role involves data validation, report enhancements, and collaboration with teams to optimize staffing and performance.

The position emphasizes developing training materials and documentation, with remote work options and a focus on improving efficiency and accuracy across WFM processes.