Workforce Management Specialist

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $24 - $29 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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Navitus Health Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Navitus Health Solutions is a pharmacy benefit manager (PBM) that provides transparent, people-centered pharmacy benefit solutions to health plans, employers, government programs and other plan sponsors. The company operates a 100% pass-through, cost-plus model that emphasizes lowering medication costs, managing formularies, specialty drug management (including a cost-plus specialty pharmacy), claims adjudication, pharmacy network management, and member enablement and support services. Navitus positions itself as a fiduciary partner focused on affordability, compliance, clinical quality and improving health outcomes through tailored PBM services and digital health integrations.

📋 Description

• 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

• 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

• 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