Remote Workforce Planning & Scheduling Specialist

Navitus; Austin (TX); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Paid time off

Parental leave

Paid holidays

401K match up to 5%

Adoption assistance

Flexible Spending Account

Education & professional membership

Referral bonus up to $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet service level commitments.

The role involves analyzing data, developing reports, and refining WFM processes to improve efficiency and workforce planning. A strong background in contact centers and WFM tools will help ensure accurate staffing and performance optimization.

Qualifications

• High school diploma or equivalent required.
• Associate degree in mathematics, statistics, or related field preferred.
• 4+ years of experience in a contact center.
• 1+ year of workforce management experience forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements and implementing reports desired.
• Support compliance program objectives.

Responsibilities

• Run and review volume forecasts and headcount requirements to ensure accurate scheduling.
• Document routine data validation of WFM systems and reports.
• Measure forecast accuracy on short- and long-term basis and meet forecast goals.
• Schedule activities around forecasted contact patterns in the WFM system.
• Adjust call routing to meet service levels and manage queues and skill groups.
• Identify needs for department reports and request enhancements to production dashboards.
• Shadow staff to find opportunities to reduce handle time or improve first call resolution.
• Document requirements to generate reports, charts, dashboards, and forecasts.
• Develop training materials and document policies and procedures.
• Other duties as assigned.

Skills

Forecasting

Scheduling

WFM tools

Data validation

Reporting requirements

Communication

Education

High school diploma or equivalent

Associate degree in math/statistics or related field

Tools

WFM software

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and reporting to meet service level commitments.

The role involves analyzing data, developing reports, and refining WFM processes to improve efficiency and workforce planning. A strong background in contact centers and WFM tools will help ensure accurate staffing and performance optimization.