Remote Senior Workforce Forecasting Leader

Humana Inc; Cheyenne (WY); On-site; USD 71,000 - 98,000; Full time

Benefits offered by this job

Remote work flexibility

Bonus eligible

Competitive benefits

Job summary

Humana Inc. is seeking an experienced Senior Workforce Management Professional to join the Workforce Management Forecasting Team.

This remote role supports the US, applying predictive analytics, people metrics and reporting to guide staffing and operational decisions. You will forecast call volume, handle time and shrinkage, align demand with agent supply, and collaborate with service operation leaders to optimize call center performance, with focus on data-driven insights and continuous

Qualifications

• 5+ years of Workforce Management experience.
• 2+ years of call center forecasting experience.
• Excellent written and oral communication skills.

Responsibilities

• Develop and maintain a comprehensive forecasting model for call volume, AHT, and shrinkage to determine staffing.
• Collaborate with tactical Workforce teams and stakeholders.
• Determine staffing requirements by analyzing contact center data, campaigns, and system events.
• Coordinate with contact center leadership, HR, finance, IT, and partners to capture forecast-impacting activities.
• Manage forecast results and provide feedback to improve forecasting methods.
• Align call demand with agent supply to meet service level, utilization and budgeting goals.
• Provide long-term forecasts to Operations leaders for strategic planning.
• Conduct workforce simulations to assess business strategy impacts on call centers.
• Maintain Workforce Management software (Aspect and Genesys).

Skills

Forecasting

Analytical thinking

Communication

Multitasking

Tools

Aspect

NICE

IEX

Genesys

Job description

Humana Inc. is seeking an experienced Senior Workforce Management Professional to join the Workforce Management Forecasting Team.

This remote role supports the US, applying predictive analytics, people metrics and reporting to guide staffing and operational decisions. You will forecast call volume, handle time and shrinkage, align demand with agent supply, and collaborate with service operation leaders to optimize call center performance, with focus on data-driven insights and continuous