Senior Workforce Management Professional

Humana

1d • $71,100 - $97,800 • Remote

About The Position

Humana is seeking an experienced Workforce Management Professional to join the Workforce Management Forecasting Team working remote anywhere in the U.S. 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). As a Senior Workforce Management Professional, you will collaborate closely with the Service Operation Leaders and provide guidance to enable them to operate their call centers as efficiently as possible.

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

Nice To Haves

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

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 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)

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed