Specialist, Workforce Management

Navitus; Tallahassee (FL); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role supports setup, scheduling, analysis, forecasting, and report enhancements to ensure service levels are met.

Responsibilities include running forecasts, validating WFM data, and adjusting routing to optimize performance. Requires strong experience in contact centers and WFM tools.

Qualifications

• A high school diploma or equivalent is required.
• An associate degree in math, statistics, or related field is preferred.
• At least four years in a contact center with one year in workforce management is required.

Responsabilités

• Run and review volume forecasts, headcount requirements, and average handle time analysis to ensure accurate scheduling.
• Validate WFM data and reports; document routine checks.
• Measure forecast accuracy; meet forecast accuracy goals.
• Schedule activities around forecasted contact patterns in the WFM system.
• Adjust call routing to meet service levels and manage multiple queues.

Connaissances

Forecasting

Scheduling

WFM tools

Data analysis

Formation

High school diploma or equivalent

Associate degree in mathematics/statistics or related field

Outils

WFM tools

Description du poste

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