Workforce Forecast Analyst
Not Disclosed•Full-TimeRemote
location_onCarlos Gilbert Elementary School, 300, Griffin Street, Santa Fe, Santa Fe County, New Mexico, 87501, United States
About the Team
CenterWell Pharmacy is a leading healthcare services business within Humana, dedicated to creating integrated and differentiated experiences that put patients at the center of everything we do. As the largest provider of senior-focused primary care and a leader in home healthcare and retail pharmacy, we address the physical, emotional, and social wellness of our patients. Our mission is to provide high-quality, accessible, and personalized healthcare through simple, integrated solutions, ranging from home delivery to specialty pharmacy services.
About the Role
As a Workforce Management Professional 2, you will become an integral part of our caring community by applying advanced and predictive analysis to drive strategic workforce decisions. This role is designed to support the development of effective business staffing plans, workload forecasting, and resource allocation optimization for our Contact Center and back-office operations.
In this position, you will analyze workload and staffing impacts, collaborating closely with operations teams to enhance performance outcomes. You will partner with the Workforce Management (WFM) team to proactively address risks to Service Level Metrics and coordinate with scheduling and intraday teams to ensure daily operational performance targets are efficiently achieved. Your work will involve interpreting complex data to determine appropriate courses of action, ensuring accurate forecasting and staffing requirements are met to support our commitment to continuous improvement in consumer experiences.
Hiring Process
As part of our hiring process, we utilize Modern Hire, an interviewing technology designed to enhance our decision-making ability. This platform allows us to quickly connect with you and gather valuable information regarding your relevant skills and experience at a time that suits your schedule best.
Work Environment & Requirements
This is a remote position based in the United States, typically operating Monday through Friday from 9:00 AM to 5:00 PM Eastern Time, with flexibility to meet business needs. While the role is remote, occasional travel to Humana offices may be required for training or meetings.
To ensure effective remote work, employees must have a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information. A self-provided internet connection with a minimum download speed of 25 Mbps and upload speed of 10 Mbps is required; wireless, wired cable, or DSL connections are suggested. Employees residing in California, Illinois, Montana, or South Dakota will receive a bi-weekly payment for internet expenses. Humana will also provide appropriate telephone equipment to meet business requirements.
Equal Opportunity Employer
Humana is an Equal Opportunity Employer committed to diversity and inclusion. It is our policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status. We take affirmative action to employ and advance individuals with disabilities or protected veteran status in compliance with federal laws. CenterWell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and provides free language interpreter services to ensure accessibility for all.
Work location
Work model: Remote
Carlos Gilbert Elementary School, 300, Griffin Street, Santa Fe, Santa Fe County, New Mexico, 87501, United States
Santa Fe, New Mexico
Key Responsibilities
- check_circleDevelop and provide accurate weekly and daily forecasts for assigned contact centers
- check_circleGenerate daily-level forecasts for various contact types including volume and average handle time
- check_circleCreate staffing requirements at daily, weekly, and interval levels to meet demand needs
- check_circleCollect, maintain, and analyze data to support and enhance forecasting models
- check_circleCollaborate with internal teams to assist in planning and executing targeted hiring strategies
- check_circleMonitor key performance indicators and provide timely insights to enhance operational efficiency
- check_circleFacilitate weekly team and stakeholder meetings by presenting data-driven insights clearly
- check_circleSupport the development and implementation of annual hiring plans aligned with budget cycles
Requirements
- verifiedMinimum 3 years of Workforce Management experience
- verifiedKnowledge & experience with WFO software (ex: Verint and Genesys)
- verifiedIntermediate level knowledge of Microsoft products such as OneDrive, Excel and PowerPoint
Nice to Have
Experience with SQL, Tableau, or other analytics tools. Health experience.
Benefits & Perks
check_circleMedical, dental, and vision benefitscheck_circle401(k) retirement savings plancheck_circlePaid time off, company holidays, volunteer time off, and paid parental/caregiver leavecheck_circleShort-term and long-term disability insuranceLife insurance coverage
