Manager, Workforce Management

Navitus Health Solutions, LLC•,

9d•$63,827 - $76,900•Remote

About The Position

Navitus Health Solutions is seeking a Manager, Workforce Management to join our team! The Manager of Workforce Management (WFM) leads the workforce management team to ensure optimal staffing and service level performance across the contact center. This role oversees all aspects of workforce planning, including setup, scheduling, forecasting, and analysis to meet internal and external commitments. The Manager serves as the primary point of contact for WFM system maintenance, outages, and technical issue resolution, ensuring seamless integration between input and output systems. They are responsible for training associates on WFM technology and best practices. Additionally, the Manager drives data-driven decision-making by coordinating and performing analytics, reporting, and research using contact center data. Regular and ad-hoc reporting will highlight performance trends, identify improvement opportunities, and recommend efficiency strategies.

Requirements

Bachelor’s degree in mathematics, statistics, or related field or equivalent work experience required.
3+ years’ experience working in a contact center environment with 1+ year workforce management experience forecasting, scheduling, and utilizing WFM tools required.
3+ years of experience in coaching, mentoring, and/or leading others required.
2+ years’ experience using contact center reporting tools.
Demonstrated experience writing reporting and system business requirements, testing, and implementing required.
Participate in, adhere to, and support compliance program objectives.
The ability to consistently interact cooperatively and respectfully with other employees.

Responsibilities

Lead a team of analysts and coordinators to ensure that timely and high quality work is delivered consistently.
Interface as department representative with IT to ensure continuity of the phone system, reporting tools, and workforce management software.
Serve as direct contact for all matters relating to the phone system application.
Make independent decisions on the set-up of system parameters of the WFM system.
Responsible for approval of development of training materials and documentation of policies and procedures.
Work cross functionally with call center and other operations department leadership to execute tactical plans that align with the goals and objectives of the WFM program.
Assist in the analysis of WFM capacity and capabilities for managing new clients.
Support the development of forecast volume, shrinkage, headcount requirements, new hire/modified shifts, and average handle time and measures accuracy of those forecasts against actual volume. Includes oversight of the review and approval of PTO.
Review staffing forecasts on a daily, weekly basis and proactively address staffing concerns.
Direct daily monitoring of contact volume demand in real time and flex workforce accordingly.
Schedule activities around forecasted contact patterns and ensure activities are current in WFM system. Notify affected parties when off-line activities need to be rescheduled.
Oversight of call routing strategies when unusual call patterns exist to ensure service levels are met; manage multiple queues and skill groups.
Develop and design departmental reports for individual and unit performance metrics.
Recommend and participate in process improvement initiatives.
Oversee the creation of agent schedules to support volume demands and optimize performance.
Prepare routine and ad-hoc analytical reports as requested by members of management.
Develop and monitor adherence to agent work schedules that ensures a high level of customer service standards.
Other duties as assigned.