Senior Workforce Forecasting & Analytics Lead (Remote)

Humana Inc; Juneau (AK); Remote; USD 71,000 - 98,000; Full time

Job summary

Humana Inc. seeks an experienced Senior Workforce Management Professional to join the Forecasting Team. The role is remote anywhere in the US and focuses on predictive analysis, people metrics, and reporting to guide workforce decisions in staffing, learning, and talent management.

You will partner with Service Operation Leaders to optimize call-center operations, align demand with agent supply, and provide long-term forecasts for strategic initiatives.

Qualifications

• 5+ years of Workforce Management experience.
• 2+ years of call center forecasting experience.
• Experience utilizing Workforce Management software (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.

Responsibilities

• Develop and maintain a comprehensive forecasting model using WFM tools to forecast call volume, AHT 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, campaigns and events.
• Coordinate and facilitate collaboration with contact center leadership, marketing, HR, finance, IT, 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 forecasting methodology.
• Align call demand with agent supply to achieve service levels, utilization and budgeting objectives.
• Provide long-term forecasts to Operations leaders and product owners for future initiatives.
• Conduct workforce simulations to advise on business strategy impact within contact centers.
• Maintain Workforce Management software (Aspect and Genesys).

Skills

Forecasting

WFM Systems

Call Center Forecasting

Data Analysis

Communication

Tools

Aspect

NICE

IEX

Genesys

Job description

Humana Inc. seeks an experienced Senior Workforce Management Professional to join the Forecasting Team. The role is remote anywhere in the US and focuses on predictive analysis, people metrics, and reporting to guide workforce decisions in staffing, learning, and talent management.

You will partner with Service Operation Leaders to optimize call-center operations, align demand with agent supply, and provide long-term forecasts for strategic initiatives.