Remote WFM Manager - Staffing & Analytics

Humana Inc; Cheyenne (WY); On-site; USD 95,000 - 131,000; Full time

Benefits offered by this job

Medical benefits

401(k) retirement savings plan

Paid time off

Job summary

Humana Inc. is seeking a Manager, Workforce Management to lead a team of Analysts delivering advanced analytics for workforce decision-making within CenterWell Pharmacy. You will drive intraday staffing, capacity planning, and cross-functional collaboration to meet service levels.

The role requires 6+ years in WFM, 3+ years of management, expertise in call center tech, and strong communication with stakeholders. Remote work is supported with occasional travel.

Qualifications

• 6+ years of Workforce Management (WFM) experience.
• 3+ years of management experience leading a team of direct reports.
• 2+ years of experience with call center/telephony systems (Five9, Verint, Genesys).
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Excellent communication and presentation skills with stakeholders, vendors, and onsite/remote teams.
• Strong analytical and problem-solving skills.
• Ability to handle multiple tasks and deadlines.

Responsibilities

• Lead a team of WFM Analysts with coaching and development.
• Assess staffing to meet scheduling and intraday goals for Front and Back Office.
• Analyze call center staffing needs for Specialty Pharmacy and Mail Order.
• Respond to volumes and handle times with appropriate staffing changes.
• Collaborate across departments and lead area meetings.

Skills

WFM experience

Management experience

Call center systems

MS Office

Communication skills

Analytical thinking

Multitasking

Education

Bachelor's degree

Tools

Five9

Verint

Genesys

Job description

Humana Inc. is seeking a Manager, Workforce Management to lead a team of Analysts delivering advanced analytics for workforce decision-making within CenterWell Pharmacy. You will drive intraday staffing, capacity planning, and cross-functional collaboration to meet service levels.

The role requires 6+ years in WFM, 3+ years of management, expertise in call center tech, and strong communication with stakeholders. Remote work is supported with occasional travel.