Specialist, Workforce Management

Navitus; Annapolis (MD); Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off 20 days

Parental leave 4 weeks

401K match 5%

Adoption assistance

Flexible Spending Account

Educational assistance

Referral bonus up to $750

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. You will support WFM setup, scheduling, analysis, and forecasting to meet service levels and improve performance.

You will generate and enhance analytic reports, and provide recommendations for staffing and efficiency improvements. The role requires strong data skills and experience in a contact center environment, with an emphasis on forecast accuracy and dashboard/report creation.

Qualifications

• A high school diploma or equivalent is required; an associate degree is preferred.
• Four years’ experience in a contact center is required, with at least one year in forecasting, scheduling, and WFM tools.
• Experience writing reporting requirements, testing, and implementing reports is desired.
• Participate in and support compliance program objectives.
• Ability to interact cooperatively and respectfully with coworkers.

Responsibilities

• Run and review volume forecasts, shrinkage analysis, headcount requirements, shift needs, and AHT 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 goals.
• Schedule activities around forecasted contact patterns; keep WFM system updated.
• Adjust call routing as needed to meet service levels; manage multiple queues and skill groups.
• Identify needs for department reports and submit enhancement requests; ensure production.
• Shadow staff to find opportunities to reduce handle time or improve first contact resolution.
• Document and assemble requirements to generate reports, charts, dashboards, and forecasts for business use.
• Develop training materials and document policies and procedures.
• Perform additional duties as assigned.

Skills

Forecasting

Scheduling

WFM tools

Reporting

Data analysis

Communication

Education

High school diploma or equivalent

Associate degree in math, statistics, or related field preferred

Tools

WFM software platforms

Job description

Overview

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team!

The Specialist, Workforce Management is responsible for supporting workforce management setup, scheduling, analysis, forecasting, etc. to ensure internal and external service levels commitments are achieved. The WFM Specialist performs basic troubleshooting with the workforce management systems including input and output systems and escalates as necessary. This individual will review available data or requests new reports to make recommendations on staffing to consistently meet service levels and run and requests enhancements to analytic reports on a regular and ad-hoc basis that assist in identifying areas of performance improvement, providing recommendations for efficiencies, and projecting staffing for future volume.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling
• Conduct and document routine data validation of WFM systems and reports
• Measures accuracy of those forecasts on both short term and long-term basis. Meet established forecast accuracy goals
• Schedules activities around forecasted contact patterns and ensures activities are current in the WFM system. Notifies affected parties when off-line activities need to be rescheduled
• Adjusts call routing as directed when unusual call patterns exist in order to ensure service levels are met; manages multiple queues and skill groups
• Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production
• Shadows staff to determine opportunities for reducing handle time and/or improving first call resolution
• Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use
• Responsible for development of training materials and documentation of policies and procedures
• Other duties as assigned

Qualifications

What our team expects from you?

• A minimum of a high school diploma or equivalent required, associate degree in the field of mathematics, statistics, or related field preferred
• A minimum of four years’ experience required working in a contact center environment coupled with a minimum of one year workforce management experience forecasting, scheduling, and utilizing WFM tools
• Experience writing reporting requirements, testing, and implementing these reports desired
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Navitus?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program - up to $750!

#LI-Remote

Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.

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