Senior Workforce Forecasting Lead - Remote

Humana Inc; Northern (KY); Hybrid; USD 71,000 - 98,000; Full time

Benefits offered by this job

Bonus incentive plan

Work from home

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 operations across the United States, applying advanced analytics and people metrics to forecast staffing, learning and development, and talent management for call centers. The role requires 5+ years in workforce management and 2+ years in call center forecasting, with proficiency in WFM tools such as Aspect, NICE, IEX, and Genesys, plus

Qualifications

• 5+ years of Workforce Management experience.
• 2+ years of call center forecasting experience.
• Experience with WFM software such as Aspect, NICE, IEX, or Genesys.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Develop and maintain a forecasting model to predict call volume and staffing.
• Collaborate with tactical Workforce teams and partner groups.
• Determine staffing requirements by analyzing contact center data and campaigns.
• Coordinate with leadership, HR, finance, IT, and partners to capture forecasted activities.
• Provide feedback and reporting to refine forecasting methods.
• Align call demand with agent supply to meet service levels and budgets.
• Deliver long-term forecasts to operations and product owners.
• Conduct workforce simulations to assess business strategy impacts.
• Maintain Workforce Management software (Aspect and Genesys).

Skills

Workforce Management

Forecasting

Call Center

Data Analysis

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 operations across the United States, applying advanced analytics and people metrics to forecast staffing, learning and development, and talent management for call centers. The role requires 5+ years in workforce management and 2+ years in call center forecasting, with proficiency in WFM tools such as Aspect, NICE, IEX, and Genesys, plus