Workforce Management Specialist

Navitus Health Solutions

Specialist, Workforce Management supporting scheduling and analysis to optimize service levels at Lumicera. Responsible for forecasts, staffing, and reporting in a remote role.

Posted 7/13/2026full-timeRemote • Idaho • 🇺🇸 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 to optimize contact center performance. Proficient in generating accurate reports and metrics while ensuring compliance with organizational objectives.

Highest-signal resume keywords

Workforce Management ExperienceForecasting SkillsScheduling ProficiencyData Validation ExpertiseContact Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingSchedulingData ValidationReporting RequirementsPerformance MetricsVolume ForecastingShrinkage AnalysisCall RoutingAgent SchedulingAd-Hoc Reporting

Soft Skills

Cooperative InteractionRespectful Communication

Tools & Technologies

WFM Tools

Certifications & Qualifications

High School DiplomaGEDAssociate’s Degree in Mathematics or Statistics (Preferred)

Industry Keywords

Contact CenterCompliance ProgramPerformance MetricsStaffing ForecastsQueue Management

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.
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.
Prepare standard and ad-hoc reports as required for internal and external customers with high level of accuracy and professionalism.
Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use.
Responsible for development of training materials and documentation of policies and procedures.
Other duties as assigned.

Requirements

What you’ll need

High school diploma or GED required
Associate’s degree in the field of Mathematics, Statistics, or related field preferred
4 years’ experience working in a contact center environment required.
1 year of workforce management experience forecasting, scheduling, and utilizing WFM tools required.
Experience writing reporting requirements, testing, and implementing these reports preferred.
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!