Workforce Management Specialist

Navitus Health Solutions

. Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling .

Posted 9/22/2026full-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 validation. Proficient in developing reports and training materials while ensuring compliance with organizational objectives.

Highest-signal resume keywords

Workforce Management ExperienceForecasting SkillsScheduling ProficiencyData Validation ExpertiseReporting Requirements Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Forecast Accuracy MeasurementShrinkage AnalysisHeadcount Requirements AnalysisCall Routing AdjustmentHandle Time AnalysisReport DocumentationDashboard DevelopmentTraining Material DevelopmentStatistical AnalysisContact Center Experience

Soft Skills

Cooperative InteractionRespectful Communication

Tools & Technologies

WFM Tools

Industry Keywords

Contact Center EnvironmentCompliance Program Objectives

About the role

Key responsibilities & impact

Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling
Conduct and document routine data validation of WFM systems and reports
Measure forecast accuracy on short-term and long-term bases 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 when unusual call patterns exist to ensure service levels are met
Manage multiple queues and skill groups
Identify needs for departmental reports and submit enhancement requests through production
Shadow staff to identify opportunities to reduce handle time and 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
Remote work is unavailable to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming

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!
Remote work arrangement