Specialist, Workforce Management

Navitus Navitus - Putting People First in Pharmacy - Navitus was founded as an alternative to traditional pharmacy benefit manager (PBM) models. We are committed to removing cost from the drug supply chain to make medications more affordable for the people who need them. At Navitus, our team members work in an environment that celebrates diversity, fosters creativity and encourages growth. We welcome new ideas and share a passion for excellent service to our customers and each other._____________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. ____________________________________________________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap. USD $24.72 - USD $29.42 /Hr. 0.00 - Ineligible 8am to 5pm ATTENTION: Navitus is only able to offer remote work to residents of Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington DC, Wisconsin.

Navitus Health Solutions is seeking a Specialist, Workforce Management to join our team!

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
• Measures accuracy of those forecasts on both short term and long-term basis. Meet established forecast accuracy goals
• 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
• 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
• Shadows staff to determine opportunities for reducing handle time and/or improving first call resolution
• 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

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?

• 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! 

#LI-Remote

Remote US

High school diploma or equivalent required; 4+ years contact center experience and 1+ year workforce management experience; experience with WFM tools, forecasting, scheduling; ability to write reporting requirements.

Key Responsibilities

• forecasting volume
• scheduling staff
• analyzing reports

Skills & Tools

WFM tools

Job Details

• Category: Business Operations
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States or Alabama or Arizona or Arkansas or California or Colorado or Connecticut or Delaware or Florida or Georgia or Idaho or Illinois or Indiana or Iowa or Kansas or Kentucky or Louisiana or Maryland or Massachusetts or Michigan or Minnesota or Missouri or Montana or Nebraska or Nevada or New Jersey or New York or North Carolina or Ohio or Oklahoma or Oregon or Pennsylvania or Tennessee or Texas or Utah or Vermont or Virginia or Washington or Washington DC or Wisconsin
• Salary: USD 51,417 – 61,193 / year
• Languages: English

Benefits

• 401k matching
• Generous paid time off
• Tuition reimbursement
• Retirement plan
• Generous parental leave

About Navitus Health Solutions, LLC

A pharmacy benefit manager committed to removing cost from the drug supply chain to make medications more affordable. — Industry: Healthcare

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