Specialist, Workforce Management

Navitus; Richmond (VA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Parental leave

Paid holidays

401K match

Adoption assistance

Flexible Spending Account

Educational assistance

Professional membership assistance

Referral bonus

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to help manage forecasting, scheduling, and reporting to support service levels. The role involves analyzing data, developing reports and dashboards, and driving staffing decisions for both current and future volumes.

The WFM Specialist will validate data, produce ad-hoc analyses, and collaborate with teams to implement improvements in scheduling, routing, and performance metrics, while contributing to training and

Qualifications

• Minimum of a high school diploma or equivalent; associate degree in mathematics/statistics preferred.
• At least four years’ experience in a contact center with one year in workforce management forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements, testing, and implementing reports.
• Ability to interact cooperatively and respectfully with colleagues.

Responsibilities

• Run and review volume forecasts, headcount requirements, and average handle time analyses to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure forecast accuracy over short and long term; meet forecast accuracy goals.
• Schedule activities around forecasted call patterns and keep WFM data current; reschedule off-line activities as needed.
• Adjust call routing to match unusual patterns to meet service levels; manage multiple queues and skill groups.
• Identify need for departmental reports and submit enhancement requests; drive production.
• Shadow staff to find opportunities to reduce handle time and improve first call resolution.
• Document requirements to generate reports, dashboards, forecasts for business use.
• Develop training materials and document policies and procedures.
• Other duties as assigned.

Skills

Forecasting

Scheduling

WFM tools

Data analysis

Reporting

Education

High school diploma or equivalent

Associate degree in mathematics or statistics (preferred)

Tools

WFM software

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 desiredParticipate 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.