Strategic Workforce Forecasting & Scheduling Specialist

Navitus; Carson City (NV); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Pro mm

Referral Bonus Program

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role focuses on setup, scheduling, forecasting, and analysis to meet service levels and staffing needs within the contact center.

The ideal candidate has at least four years in a hands-on WFM environment, with experience forecasting, scheduling, and generating reports. You will validate data, support improvement initiatives, and collaborate across teams to ensure accurate staffing decisions.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Four years' contact center experience, plus one year in forecasting/scheduling with WFM tools.
• Experience writing reporting requirements and implementing these reports preferred.
• Support compliance program objectives.
• Able to interact cooperatively and respectfully with other employees.

Responsibilities

• Run and review volume forecasts, shrinkage analysis, headcount requirements, new hire/shift requirements, and AHT analysis for scheduling accuracy.
• 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 to meet service levels; manage multiple queues and skill groups.
• Identify needs for department reports and submit enhancement requests; ensure production.
• Shadow staff to identify opportunities to reduce handle time or improve first call resolution.
• Document and assemble requirements to generate reports, charts, scorecards, dashboards, forecasts.
• Develop training materials and document policies and procedures.
• Perform other duties as assigned.

Skills

Forecasting

Scheduling

WFM tools

Reporting requirements

Compliance awareness

Education

High school diploma or equivalent

Associate degree in mathematics or statistics or related field preferred

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role focuses on setup, scheduling, forecasting, and analysis to meet service levels and staffing needs within the contact center.

The ideal candidate has at least four years in a hands-on WFM environment, with experience forecasting, scheduling, and generating reports. You will validate data, support improvement initiatives, and collaborate across teams to ensure accurate staffing decisions.