Remote Workforce Planning & Scheduling Specialist

Navitus; Frankfort (KY); Remote; USD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

PTO 20 days

Parental leave 4 weeks

9 paid holidays

401K company match

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Professional Membership assistance

Referral Bonus Program – up to $750

Zusammenfassung

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and analysis to meet service levels. You will work with WFM systems, validate data, and develop reports and dashboards to drive staffing efficiency.

The role requires at least four years in a contact center with WFM experience, plus a focus on process improvement and cross-functional collaboration. Remote-friendly environment with comprehensive benefits is offered.

Qualifikationen

• High school diploma or equivalent required; associate degree in math, statistics, or related field preferred.
• Minimum of four years’ experience in a contact center with at least one year in workforce management forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements, testing, and implementing reports desired.
• Participate in, adhere to, and support compliance program objectives.
• Ability to interact cooperatively and respectfully with other employees.

Aufgaben

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shifts, and average handle time analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy on short- and long-term bases; meet forecast accuracy goals.
• Schedule activities around forecasted contact patterns and keep WFM data current; notify stakeholders when rescheduling is needed.
• Adjust call routing to accommodate unusual patterns to meet service levels; manage multiple queues and skill groups.
• Identify needs for departmental reports and submit enhancement requests; see through to production.
• Shadow staff to find opportunities to reduce handle time and improve first call resolution.
• Document and organize requirements to generate reports, charts, dashboards, and forecasts for business use.
• Develop training materials and document policies and procedures.
• Other duties as assigned.

Kenntnisse

Forecasting

Scheduling

Data analysis

WFM tools

Reporting

Dashboards

Ausbildung

High school diploma

Associate degree in math/statistics or related field

Tools

WFM systems

Reporting tools

Jobbeschreibung

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, and analysis to meet service levels. You will work with WFM systems, validate data, and develop reports and dashboards to drive staffing efficiency.

The role requires at least four years in a contact center with WFM experience, plus a focus on process improvement and cross-functional collaboration. Remote-friendly environment with comprehensive benefits is offered.