Become a part of our caring community and help us put health firstWith management direction the Workforce Management Professional 2 will focus on call center efficiency and resource utilization for our multi-channel call center operations. Analyze forecast, manage data, real-time operations and project staffing to achieve call business unit goals and objectives, while focusing on company values.With management direction the Workforce Management Professional 2 will focus on call center efficiency and resource utilization for our multi-channel call center operations. Analyze forecast, manage data, real-time operations and project staffing to achieve call business unit goals and objectives, while focusing on company values.Monitor and Analyze multi-channel routing call center trends, call volumes, call patterns, to forecast call arrival and build staffing and scheduling plans to met business unit goals and objectives.
Staff planning- compiles, analyzes, and utilizes exception data to identify trends and staffing impacts. Maintain and provides analysis of staffing changes resulting from attrition, transfers, and new hires. Partner with Human Resources and Education /Development to understand key drivers of forecasted staffing needs, schedules, etc.
Staff scheduling - Directly accountable for work schedules that balance the needs of the business and agent preferences. Ensure appropriate scheduling of meetings, training, PTO, etc to meet our business needs.
Create, maintain, advise and provide clear communication of workforce management reports and distribute to Management as requested (Example forecasted workload, changes, assumptions, inputs, daily/weekly/monthly, etc.)
Special assignments, investigations, and other duties as requested by management.
Use your skills to make an impactRequired Qualifications
Our Department of Defense contract requires U.S. Citizenship
Successfully receive interim approval for government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)
HGB is not authorized to do work in Puerto Rico per our government contract. We are not able to hire candidates that are currently living in Puerto Rico
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
3 or more years WFM experience in a planning, scheduling or real time role
Previous Contact Center experience
Advanced experience with Excel to include creating pivot tables and formulas
Ability to effectively communicate with leaders of all levels
Preferred Qualifications
Bachelor's degree
Familiarity with Alvaria WFM, Avaya CMS or other WFM based software
Work at Home RequirementsTo ensure Hybrid Office/Home associates' ability to work effectively, the self-provided internet service of Hybrid Office/Home associates must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
#LI-JB2Scheduled Weekly Hours40Pay RangeThe 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.$52,500 - $72,300 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of BenefitsHumana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.About usHumana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.Equal Opportunity EmployerIt is the policy of Humana 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 because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=HumanaWebsite.