Remote Workforce Planning Specialist

Navitus; Nashville (TN); Remote; USD 60,000 - 88,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Parental leave

Holidays

401(k) match

Adoption assistance

FSAs

Education assistance

Membership/Professional development

Referral bonus

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, reporting, and analytic development. The role focuses on ensuring service levels by monitoring data, validating systems, and producing insights for staffing decisions.

The candidate will contribute to continuous improvement and efficiency across the contact center and related teams. The position emphasizes collaboration, accuracy, and adherence to compliance objectives, with

Qualifications

• Minimum HS diploma; Associate degree preferred in math/statistics or related field.
• Four years’ experience in a contact center with at least one year in workforce management forecasting and scheduling.
• Experience writing reporting requirements, testing, and implementing these reports.
• Participation in compliance programs and ability to work cooperatively with staff.
• Ability to interact respectfully with colleagues and guests.

Responsibilities

• Run and review volume forecasts, headcount needs, and average handle time to ensure accurate scheduling.
• Validate WFM data and reports regularly.
• Measure forecast accuracy and meet forecast targets.
• Schedule activities around forecasted patterns and adjust in the WFM system.
• Adjust call routing to meet service levels and manage multiple queues.
• Identify and request enhancements for department reports and dashboards.
• Document requirements to generate reports, charts, and dashboards for business use.
• Develop training materials and document policies and procedures.
• Perform other duties as assigned.

Skills

Contact center experience

WFM forecasting

WFM scheduling

Reporting requirements

Education

High school diploma

Associate degree in math/statistics

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to support forecasting, scheduling, reporting, and analytic development. The role focuses on ensuring service levels by monitoring data, validating systems, and producing insights for staffing decisions.

The candidate will contribute to continuous improvement and efficiency across the contact center and related teams. The position emphasizes collaboration, accuracy, and adherence to compliance objectives, with