Remote Senior Workforce Forecasting Leader

Humana Inc; Carson City (NV); Remote; USD 71,000 - 98,000; Full time

Job summary

Humana Inc. is seeking an experienced Senior Workforce Management Professional to join the Forecasting Team. This remote role supports call centers across the United States, applying advanced analytics to staffing, learning, and talent management to enable efficient operations.

You will develop forecasting models, coordinate with cross-functional partners, and align demand with agent supply to achieve service levels and budgets. Travel may be required for training or meetings.

Qualifications

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

Responsibilities

• Develop and maintain forecasting models for call volume, staffing and shrinkage.
• Collaborate with Tactical Workforce teams.
• Determine staffing requirements by data from contact center statistics, campaigns, system events, etc.
• Coordinate with leaders across departments to capture forecasted activities.
• Provide feedback and reporting to improve forecasting methods.
• Align call demand with agent supply to meet KPIs.
• Provide long-term forecasts for Operations and product owners.
• Run workforce simulations to assess impact of business strategies.
• Maintain Workforce Management software (Aspect and Genesys).

Skills

Workforce management experience

Forecasting experience

WFM software

MS Word

MS Excel

MS PowerPoint

Communication skills

Analytical skills

Multi-tasking

Attention to detail

Tools

Aspect

Genesys

NICE

IEX

Job description

Humana Inc. is seeking an experienced Senior Workforce Management Professional to join the Forecasting Team. This remote role supports call centers across the United States, applying advanced analytics to staffing, learning, and talent management to enable efficient operations.

You will develop forecasting models, coordinate with cross-functional partners, and align demand with agent supply to achieve service levels and budgets. Travel may be required for training or meetings.