WFM Specialist: Forecasting, Scheduling & Analytics

Navitus; Olympia (WA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Parental leave

9

Holidays

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role focuses on forecasting, scheduling, and reporting to ensure service levels are met and staffing is aligned with projected volume.

Responsibilities include data validation, creating and enhancing reports, and supporting training materials and documentation, with a focus on efficiency and accuracy in a dynamic contact center environment.

Qualifications

• High school diploma or equivalent required.
• Associate degree in mathematics, statistics, or related field preferred.
• Four years’ contact center experience with at least one year in forecasting, scheduling, and using WFM tools.
• Experience writing reporting requirements, testing and implementing reports.
• Ability to participate in compliance objectives and work collaboratively.

Responsibilities

• Run and review volume forecasts, shrinkage and headcount analyses.
• Validate WFM data and reports on a routine basis.
• Assess forecast accuracy and meet forecast goals.
• Schedule activities around forecasted contact patterns in the WFM system.
• Adjust routing to maintain service levels across multiple queues.

Skills

Forecasting

Scheduling

Data analysis

Education

High school diploma

Associate degree in mathematics or statistics

Tools

WFM tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team. The role focuses on forecasting, scheduling, and reporting to ensure service levels are met and staffing is aligned with projected volume.

Responsibilities include data validation, creating and enhancing reports, and supporting training materials and documentation, with a focus on efficiency and accuracy in a dynamic contact center environment.