Senior Workforce Forecasting Leader - Remote

Humana Inc; Honolulu (HI); On-site; USD 71,000 - 98,000; Full time

Job summary

Humana Inc. is seeking a Senior Workforce Management Professional to join the Workforce Management Forecasting Team. This remote role supports the US-based operations by applying predictive analytics and reporting to optimize staffing and talent management within call centers.

The role collaborates with service operation leaders to ensure efficient call-center performance, with responsibilities spanning forecasting, simulations, and cross-functional coordination to deliver strategic insights.

Qualifications

• 5+ years of Workforce Management experience.
• 2+ years of call center forecasting experience.
• Experience utilizing Workforce Management software (Aspect, NICE, IEX, 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 to forecast call volume, AHT and shrinkage to determine staffing.
• Collaborate with tactical Workforce teams.
• Determine yearly, monthly, daily and intra-day staffing requirements from data.
• Coordinate with contact center leadership, marketing, HR, finance, IT, outsource partners to capture forecasted activities.
• Manage forecast results by providing feedback and reporting to business partners to improve forecasting methodology.
• Align call demand with agent supply to meet service levels and budgeting.
• Provide long-term forecasts to Operations leaders and product owners for future initiatives.
• Conduct workforce simulations to advise on business strategy impacts.
• Maintain Workforce Management software (Aspect and Genesys).

Skills

WFM experience

Call center forecasting

WFM software tools

MS Office suite

Communication skills

Analytical thinking

Deadline management

Tools

Aspect

NICE

IEX

Genesys

Job description

Humana Inc. is seeking a Senior Workforce Management Professional to join the Workforce Management Forecasting Team. This remote role supports the US-based operations by applying predictive analytics and reporting to optimize staffing and talent management within call centers.

The role collaborates with service operation leaders to ensure efficient call-center performance, with responsibilities spanning forecasting, simulations, and cross-functional coordination to deliver strategic insights.