WI3641478

1

High School Diploma/GED

High School Diploma/GED Equivalent

$23.3 + hourly

Unspecified

40

JOB REQUIREMENTS: 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. 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\... For full info follow application
link. Navitus Health Solutions is an Equal Opportunity Employer:
Disabled/Veterans/Male/Female/Minority/Other \*\*\*\*\* APPLICATION
INSTRUCTIONS: Apply Online: ipc.us/t/F6B9F6D66ABD4118