Senior Workforce Forecasting & Strategy Lead (Remote)

Humana Inc; Helena (MT); On-site; USD 71,000 - 98,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Paid time off

Parental leave

Disability insurance

Life insurance

Job summary

Humana Inc. is seeking a Senior Workforce Management Professional to join the Forecasting Team in a remote, nationwide role in the United States. You will apply advanced analytics and predictive metrics to forecast call volume, staffing, and performance insights for workforce decision-making.

Collaborating with Service Operation Leaders, you will align call demand with agent supply, provide long-term forecasts, and maintain WFM software such as Aspect and Genesys to enable efficient call centers.

Qualifications

• 5+ years of Workforce Management experience.
• 2+ years of call center forecasting experience.
• Experience using Workforce Management software (Aspect, NICE, IEX, Genesys).
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Excellent written and verbal communication; strong analytical skills.

Responsibilities

• Develop and maintain forecasting models to predict call volume and staffing needs.
• Collaborate with tactical Workforce teams and leadership to capture forecast-impacting activities.
• Determine staffing requirements across yearly, monthly, daily, and intra-day horizons.
• Align demand with agent supply to meet service level and utilization targets.
• Provide long-term forecasts to Operations leaders for strategic initiatives.
• Maintain Workforce Management software (Aspect and Genesys).

Skills

Forecasting

Data analysis

Communication

Problem solving

Tools

Aspect

Genesys

NICE

IEX

Job description

Humana Inc. is seeking a Senior Workforce Management Professional to join the Forecasting Team in a remote, nationwide role in the United States. You will apply advanced analytics and predictive metrics to forecast call volume, staffing, and performance insights for workforce decision-making.

Collaborating with Service Operation Leaders, you will align call demand with agent supply, provide long-term forecasts, and maintain WFM software such as Aspect and Genesys to enable efficient call centers.