CenterWell Pharmacy, a Humana company, is looking for a WFM Real Time Analyst Professional 1 to monitor, analyze, and optimize intraday performance across all contact channels. This role makes real-time adjustments and provides insights to leadership to ensure service level and adherence goals are met.
What You'll Do
- Monitor, analyze, and optimize intraday performance across all supported contact channels.
- Make real-time adjustments and communicate operational impacts to leadership.
- Provide actionable insights to ensure service levels, staffing, and adherence goals are met.
- Use real-time analytics to evaluate staffing levels and workforce performance, identifying risks and recommending solutions.
- Analyze intraday trends and staffing needs to support enterprise-level workforce planning and strategic initiatives.
- Operate with autonomy in prioritizing work and making informed decisions within documented procedures.
- Collaborate with leadership to drive consistent, efficient outcomes.
What We're Looking For
- 1–2+ years of experience in Real-Time Workforce Management, monitoring queues, managing adherence, completing intraday re-forecasts, and partnering with operations.
- 1–2+ years of experience in a contact center operations or analytical role, supporting performance analysis, real-time reporting, and operational execution.
- Experience with call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing) used to drive staffing decisions and queue performance in real time.
- Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect, and comparable platforms to monitor intraday performance, manage adherence, execute re-forecasts, and support schedule adjustments.
- Proficient in real-time queue monitoring and Genesys telephony dashboards, analyzing live contact metrics to identify emerging risks and initiate tactical interventions.
- Demonstrated analytical and critical-thinking skills, enabling rapid evaluation of real-time metrics and identification of actionable insights.
- Strong verbal and written communication skills, delivering clear updates and recommendations during high-volume or escalated scenarios.
- Exceptional attention to detail with the ability to manage multiple queues, priorities, and service-level risks simultaneously.
- Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas) to support intraday tracking and ad-hoc analysis.
Nice to Have
- Advanced degree.
- Prior experience working in a multi-channel (phone, chat, email) contact center environment.
- Experience supporting distributed/remote workforce teams.
- Familiarity with incident management processes (e.g., INC tickets, product escalations).
- Knowledge of workforce methodologies such as forecasting, scheduling, capacity planning, or staffing models.
Technical Stack
- WFM Tools: Verint, NICE, Aspect
- Telephony: Genesys telephony dashboards
- Analysis: Excel, Google Sheets
Benefits & Compensation
- Compensation: $48,900 - $66,200 per year
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave
- Short-term and long-term disability
- Life insurance
Work Mode
This is a hybrid position.
It 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 protected veteran status.
