Specialist, Workforce Management

Navitus; City of Albany (NY); Presencial; USD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, and vision insurance

20 days paid time off

4 weeks parental leave

9 paid holidays

401K company match up to 5%

Adoption assistance

Flexible Spending Account

Educational assistance and memberships

Referral bonus up to $750

Descripción de la vacante

Navitus Health Solutions is seeking a Specialist for Workforce Management to join our team in Albany, NY. The role supports forecasting, scheduling and reporting to ensure service levels are met across internal and external contacts.

Responsibilities include analyzing volume forecasts, validating WFM data, and creating reports and dashboards to drive staffing decisions. The position emphasizes process improvement and training material development.

Formación

• Minimum of a high school diploma or equivalent; associate degree preferred in mathematics, statistics or related field.
• At least four years’ experience in a contact center with one year in workforce management forecasting, scheduling, and WFM tools.
• Experience writing reporting requirements, testing and implementing reports is desirable.
• Ability to comply with program objectives and work cooperatively with others.

Responsabilidades

• Run and review volume forecasts, shrinkage reports, headcount needs, new/modified shift requirements, and average handle time analyses for accurate scheduling.
• Conduct routine data validation of WFM systems and reports.
• Measure forecast accuracy in short- and long-term horizons; meet forecast accuracy goals.
• Schedule activities around forecasted contact patterns and keep WFM data current.
• Adjust call routing as needed to meet service levels; manage multiple queues and skill groups.
• Identify needs for department reports and submit enhancement requests; support production.
• Develop training materials and document policies and procedures.

Conocimientos

Forecasting

Scheduling

Data analysis

Reporting

WFM tools

Communication

Educación

High school diploma or equivalent

Associate degree in mathematics / statistics or related field

Herramientas

WFM systems

Reporting tools

Descripción del empleo

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.