Senior Workforce Management Professional

Become a part of our caring community   Humana is seeking an experienced Workforce Management Professional to join the Workforce Management Forecasting Team working remote anywhere in the US. As the Senior Workforce Management Professional, you will apply and integrate advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). As a Senior Workforce Management Professional, you will collaborate closely with the Service Operation Leaders and provide guidance to enable them to operate their call centers as efficiently as possible. Key Role Functions Develop and maintain a comprehensive forecasting model, using Workforce Management tools to 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 by gathering data on contact center statistics, marketing campaigns, system events, etc. Coordinate and facilitate collaboration with contact center leadership, marketing, human resources, finance, information technology, 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 and accurate forecasting methodology Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.) Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers Maintain Workforce Management software (Aspect and Genesys) Use your skills to make an impact   Required Qualifications 5+ years of Workforce Management experience 2+ years of call center forecasting experience Experience utilizing Workforce Management software (i.e. 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 Preferred Qualifications Back-Office forecasting experience Prior experience in Process or Project Management Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.   Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.   Scheduled Weekly Hours 40 Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.   $71,100 - $97,800 per year   This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person