Navitus Health Solutions · 2 days ago
Specialist, Workforce Management
United States
Full-time
Remote
Mid Level
$24/hr - $28.56/hr
4+ years expNavitus Health Solutions is a pharmacy benefit manager focused on making medications more affordable. The Specialist, Workforce Management is responsible for supporting workforce management setup, scheduling, analysis, and forecasting to ensure service level commitments are met.
Health CareInformation Technology
Responsibilities
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
Qualification
Required
A minimum of a high school diploma or equivalent required
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
Preferred
associate degree in the field of mathematics, statistics, or related field
Benefits
Top of the industry benefits for Health, Dental, and Vision insurance
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!
Company
Navitus Health Solutions
Navitus Health Solutions LLC is a full service, URAC-accredited pharmacy benefit management company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
George Hepburn
SVP and Chief Financial Officer
Peter Beste
CFO
Recent News
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