Humana

Workforce Forecast Analyst

Humana

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $59,300 - $80,900 per year

About the role

  • Develop and provide accurate (+/- 5% variance) for weeks +1-+5 forecasts for assigned contact centers within the organization.
  • Generate daily-level forecasts for various contact types, including key operational metrics such as Volume, Average Handle Time (AHT).
  • Create staffing requirements weekly, daily, and interval level
  • Responsible for overall demand need at the daily, weekly, interval level
  • Collect, maintain, and analyze data to support and enhance forecasting models for optimized workforce planning.
  • Collaborate effectively with multiple internal teams to assist in planning and executing targeted hiring strategies across various sites.
  • Participate in relevant business initiatives, assessing operational impacts and contributing to recommendations for improvement strategies.
  • Support the development and implementation of annual hiring plans, ensuring alignment with organizational budget cycles.
  • Regularly monitor key performance indicators (KPIs), providing timely insights and analysis to enhance operational efficiency.
  • Facilitate and participate actively in weekly internal team meeting, stakeholder meetings, presenting data-driven insights clearly and concisely.

Requirements

  • Minimum 3 years of Workforce Management experience
  • Knowledge & experience with a WFO software (ex: Verint and Genesys)
  • Intermediate level knowledge of Microsoft products such as OneDrive, Excel and PowerPoint
  • Demonstrated ability to articulate ideas effectively in both written and oral forms
  • Strong analysis, critical thinking, and analytical problem-solving skills
  • Ability to handle multiple tasks and deadlines with attention to detail
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences
  • Proven ability to work effectively with leadership and cross-functional teams in a back-office environment.
Benefits
  • medical, dental and vision benefits
  • 401(k) retirement savings plan
  • time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
  • short-term and long-term disability
  • life insurance
  • many other opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementforecastingdata analysisstaffing requirementskey performance indicatorsanalytical problem-solving
Soft Skills
communicationcollaborationattention to detailcritical thinkingability to handle multiple tasks