Senior Workforce Management Professional

Humana is seeking an experienced Workforce Management Professional to join the Workforce Management Forecasting Team, working remotely anywhere in the U.S.

About the role

As the Senior Workforce Management Professional, you will apply and integrate advanced and predictive analysis, people metrics, and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity, and human resource compliance). You will collaborate closely with Service Operation Leaders and provide guidance to enable them to operate their call centers as efficiently as possible.

Responsibilities

• Develop and maintain a comprehensive forecasting model, using Workforce Management tools to forecast call volume, average handle time, and shrinkage to create staffing requirements
• Collaborate with tactical Workforce teams
• Determine yearly, monthly, daily, and intra-day staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with contact center leadership, marketing, human resources, finance, information technology, outsource partners, and others to capture forecast and staff-impacting activities
• Manage forecast results by providing feedback, input, and reporting to business partners to develop a more scientific and accurate forecasting methodology
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
• Maintain Workforce Management software (Aspect and Genesys)

Requirements

• 5+ years of Workforce Management experience
• 2+ years of call center forecasting experience
• Experience utilizing Workforce Management software (i.e., Aspect, NICE, IEX, and/or Genesys)
• Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint
• Excellent written and oral communication skills
• Strong analysis, critical thinking, and analytical problem-solving skills
• Ability to handle multiple tasks and deadlines with attention to detail

Preferred Qualifications

• Back-Office forecasting experience
• Prior experience in Process or Project Management

Work at Home Requirements

• Self-provided internet service must meet the following criteria: at minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps; wireless, wired cable, or DSL connection is suggested
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Pay

The pay range for this full-time (40 hours per week) position is $71,100 - $97,800 per year. This job is eligible for a bonus incentive plan based on company and/or individual performance.

Schedule

Scheduled Weekly Hours: 40

Benefits

Humana offers competitive benefits that support whole-person well-being, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Paid time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance