Workforce Management Specialist

Navitus Health Solutions

. Support workforce management setup, scheduling, analysis, and forecasting to ensure internal and external service-level commitments are achieved .

Posted 10/21/2026full-timeRemote • United StatesMid-LevelSenior💰 $25 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including forecasting, scheduling, and data analysis to optimize staffing and improve service levels. Proficient in developing reports and training materials while ensuring compliance with organizational objectives.

Highest-signal resume keywords

Workforce Management ExperienceForecasting SkillsScheduling ExpertiseData Analysis ProficiencyReporting Requirements Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Forecast Accuracy MeasurementVolume ForecastingShrinkage AnalysisHeadcount Requirements AnalysisCall Routing ManagementData ValidationPerformance Improvement IdentificationAnalytic ReportingStaffing RecommendationsWFM Tools Utilization

Soft Skills

Cooperative InteractionRespectful Communication

Industry Keywords

Contact Center EnvironmentCompliance Program ObjectivesTraining Material DevelopmentPolicy DocumentationPerformance Improvement Opportunities

About the role

Key responsibilities & impact

Support workforce management setup, scheduling, analysis, and forecasting to ensure internal and external service-level commitments are achieved
Perform basic troubleshooting with workforce management systems, including input and output systems, and escalate as necessary
Review available data or request new reports to make staffing recommendations
Run and request enhancements to analytic reports to identify performance-improvement opportunities, recommend efficiencies, and project staffing for future volume
Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new-hire or modified-shift requirements, and average-handle-time analysis
Conduct and document routine data validation of WFM systems and reports
Measure short- and long-term forecast accuracy and meet established forecast accuracy goals
Schedule activities around forecasted contact patterns and keep activities current in the WFM system
Notify affected parties when offline activities need to be rescheduled
Adjust call routing as directed when unusual call patterns exist; manage multiple queues and skill groups
Identify departmental reporting needs, submit enhancement requests, and see them through 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
Develop training materials and document policies and procedures
Perform other duties as assigned

Requirements

What you’ll need

A minimum of a high school diploma or equivalent required
Associate degree in the field of mathematics, statistics, or related field preferred
A minimum of four years’ experience required working in a contact center environment
A minimum of one year workforce management experience forecasting, scheduling, and utilizing WFM tools
Experience writing reporting requirements, testing, and implementing these reports desired
Participate in, adhere to, and support compliance program objectives
The ability to consistently interact cooperatively and respectfully with other employees

Benefits

Comp & perks

Top of the industry benefits for Health, Dental, and Vision insurance
20 days paid time off
4 weeks paid parental leave
9 paid holidays
401K company match of up to 5% - No vesting requirement
Adoption Assistance Program
Flexible Spending Account
Educational Assistance Plan and Professional Membership assistance
Referral Bonus Program – up to $750!