Remote Senior Forecasting & Workforce Strategy Lead

Humana; United States; On-site; USD 71,000 - 98,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Paid time off

Disability insurance

Life insurance

Job summary

Humana is seeking an experienced Senior Workforce Management Professional to join the Forecasting Team, working remote anywhere in the US. You will apply advanced analytics to develop insights for staffing, learning and development, and HR compliance, guiding call centers to operate efficiently.

The role collaborates with service operation leaders and uses WFM tools to forecast demand and optimize staffing and performance.

Qualifications

• 5+ years of Workforce Management experience.
• 2+ years of call center forecasting experience.
• Experience using WFM software (Aspect, NICE, IEX, Genesys).
• Proficiency with Word, Excel and PowerPoint.
• Excellent written and oral communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks with deadlines.

Responsibilities

• Develop and maintain forecasting models for call volume, AHT and shrinkage.
• Collaborate with tactical Workforce teams to forecast staffing.
• Determine staffing by data on contact center statistics and events.
• Coordinate with leadership and partners to capture forecast impacts.
• Provide feedback and reporting to improve forecasting methodology.
• Align demand with agent supply to meet service level and budgeting goals.
• Provide long-term forecasts for operations and product owners.
• Conduct workforce simulations to inform business strategies.
• Maintain Workforce Management software (Aspect and Genesys).

Skills

Workforce Management

Forecasting

Call center

Communication

Multitasking

Analytical thinking

Tools

Aspect

NICE

IEX

Genesys

Job description

Humana is seeking an experienced Senior Workforce Management Professional to join the Forecasting Team, working remote anywhere in the US. You will apply advanced analytics to develop insights for staffing, learning and development, and HR compliance, guiding call centers to operate efficiently.

The role collaborates with service operation leaders and uses WFM tools to forecast demand and optimize staffing and performance.