Senior Workforce Management Professional

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $71.1k - $97.8k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Develop and maintain a comprehensive forecasting model using Workforce Management tools • 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 using contact center statistics, marketing campaigns, system events, and other data • Coordinate collaboration with contact center leadership, marketing, human resources, finance, information technology, outsource partners, and others • Manage forecast results by providing feedback, input, and reporting to business partners • Develop more scientific and accurate forecasting methodology • Align call demand with agent supply to achieve service level, utilization, and budgeting objectives • Provide long-term forecasts to Operations leaders and product owners for future strategic initiatives • Conduct workforce simulations and advise on the impact of business strategies within contact centers • Maintain Workforce Management software, including Aspect and Genesys • Collaborate with Service Operation Leaders and guide efficient call center operations • Occasionally travel to Humana offices for training or meetings

🎯 Requirements

• 5+ years of Workforce Management experience • 2+ years of call center forecasting experience • Experience utilizing Workforce Management software, including 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 • Self-provided internet service with at least 25 Mbps download and 10 Mbps upload speed • Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information

🏖️ Benefits

• Bonus incentive plan based on company and/or individual performance • Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Remote work arrangement • Dedicated home workspace • Internet service requirements/support for home or hybrid employees