Specialist, Workforce Management
About The Position
Navitus Health Solutions is seeking a Specialist, Workforce Management to support workforce management setup, scheduling, analysis, and forecasting to help achieve internal and external service-level commitments. The specialist performs basic troubleshooting of workforce management systems, including input and output systems, and escalates issues as needed. The role reviews available data or requests new reports to make staffing recommendations, runs and requests enhancements to analytic reports, identifies performance-improvement opportunities, recommends efficiencies, and projects staffing needs for future volume.
Requirements
- High school diploma or equivalent required.
- At least four years of experience working in a contact center environment.
- At least one year of workforce management experience forecasting, scheduling, and using workforce management tools.
- Participate in, adhere to, and support compliance program objectives.
- Consistently interact cooperatively and respectfully with other employees.
Nice To Haves
- Associate degree in mathematics, statistics, or a related field preferred.
- Experience writing reporting requirements, testing reports, and implementing them desired.
Responsibilities
- Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new-hire and modified-shift requirements, and average handle time analysis to ensure accurate scheduling.
- Conduct and document routine data validation of workforce management systems and reports.
- Measure forecast accuracy over short- and long-term periods and meet established forecast accuracy goals.
- Schedule activities around forecasted contact patterns, keep activities current in the workforce management system, and notify affected parties when offline activities need to be rescheduled.
- Adjust call routing as directed when unusual call patterns occur to help ensure service levels are met; manage multiple queues and skill groups.
- Identify departmental reporting needs for individual and unit performance metrics, submit enhancement requests, and follow them through to production.
- Shadow staff to identify opportunities to reduce handle time or improve first-call resolution.
- Document and assemble requirements for reports, charts, scorecards, dashboards, and forecasts for business use.
- Develop training materials and document policies and procedures.
- Perform other duties as assigned.
Benefits
- Health, dental, and vision insurance.
- 20 days of paid time off.
- Four weeks of paid parental leave.
- Nine paid holidays.
- 401(k) company match of up to 5%, with no vesting requirement.
- Adoption Assistance Program.
- Flexible Spending Account.
- Educational Assistance Plan and professional membership assistance.
- Referral Bonus Program of up to $750.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
