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SalaryWe are unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.
Due to growth, we are adding this Specialist, Workforce Management to our Customer Operations department.
The Specialist, Workforce Management is responsible for supporting workforce management setup, scheduling, analysis, forecasting, etc. to ensure internal and external service levels commitments are achieved. The WFM Specialist performs basic troubleshooting with the workforce management systems including input and output systems and escalates as necessary. This individual will review available data or requests new reports to make recommendations on staffing to consistently meet service levels and run and requests enhancements to analytic reports on a regular and ad-hoc basis that assist in identifying areas of performance improvement, providing recommendations for efficiencies, and projecting staffing for future volume.
Is this you? Find out more below!
How do I make an impact on my team?
- 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.
- Collaborate with department leadership to understand all possible impacts to volume and staffing.
- Measures accuracy of those forecasts on both short term and long-term basis. Meet established forecast accuracy goals.
- Review staffing forecasts on a daily, weekly, etc. basis and proactively address staffing concerns.
- Monitors volume demand throughout the day in real time and flexes workforce accordingly.
- 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.
- Schedules off-phone activities when contact volumes are down.
- 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.
- Create agent schedules to support contact volume demands and optimize contact center performance.
What our team expects from you?
- 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 coupled with 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
What can you expect from Navitus?
- Hours/Location: Monday-Friday between 8:00am-8:00pm CST, Remote
- Paid Volunteer Hours
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
- Top of the industry benefits for Health, Dental, and Vision insurance, Flexible Spending Account, Paid Time Off, Eight paid holidays, 401K, Short-term and Long-term disability, College Savings Plan, Paid Parental Leave, Adoption Assistance Program, and Employee Assistance Program
