WFM Specialist: Forecasting & Scheduling (Remote)

Navitus; Dover (DE); Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Paid parental leave

401K match

Adoption Assistance

Flexible Spending Account

Educational Assistance

Referral Bonus

Job summary

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team in a remote role. The position supports setup, scheduling, forecasting, and analysis to meet service levels across contact channels.

You will review data, generate reports, and recommend staffing adjustments to optimize performance and staffing levels for future volume. A strong emphasis on accuracy, training, and process documentation is expected.

Qualifications

• Minimum of a high school diploma or equivalent; associate degree preferred.
• At least four years in a contact center with at least one year in workforce management forecasting, scheduling, and WFM tools.
• Experience writing reporting requirements and testing implemented reports is desirable.
• Ability to participate in compliance program objectives.
• Ability to interact cooperatively and respectfully with other employees.

Responsibilities

• Run and review volume forecasts, shrinkage analysis, headcount, new hire/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.

Skills

Forecasting

Scheduling

Data analysis

Communication

Collaboration

Education

High school diploma

Associate degree in mathematics or statistics

Tools

WFM software

Reporting tools

Job description

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team in a remote role. The position supports setup, scheduling, forecasting, and analysis to meet service levels across contact channels.

You will review data, generate reports, and recommend staffing adjustments to optimize performance and staffing levels for future volume. A strong emphasis on accuracy, training, and process documentation is expected.