Senior Workforce Forecasting & Analytics Lead (Remote)

Humana Inc; Augusta (ME); On-site; USD 71,000 - 98,000; Full time

Benefits offered by this job

Bonus incentive plan

Flexible remote work

Medical benefits

Job summary

Humana Inc. is seeking a Senior Workforce Management Professional to join the Forecasting Team, working remote anywhere in the US.

You will apply advanced analytics and reporting to develop strategic and operational insights for workforce decision-making, including staffing and talent management in call centers. As a senior member, you will collaborate with Service Operation Leaders, align demand with agent supply, and maintain WFM software (Aspect, Genesys) to support service levels and cost

Qualifications

• 5+ years of Workforce Management experience
• 2+ years of call center forecasting
• 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

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)

Skills

Workforce Management

Call center forecasting

WFM software (Aspect, NICE, IEX, Genes

Microsoft Word, Excel, PowerPoint

Communication skills

Analytical thinking

Multitasking / deadline management

Job description

Humana Inc. is seeking a Senior Workforce Management Professional to join the Forecasting Team, working remote anywhere in the US.

You will apply advanced analytics and reporting to develop strategic and operational insights for workforce decision-making, including staffing and talent management in call centers. As a senior member, you will collaborate with Service Operation Leaders, align demand with agent supply, and maintain WFM software (Aspect, Genesys) to support service levels and cost