Responsibilities
- monitoring, analyzing, and optimizing intraday performance across all supported contact channels
- making real time adjustments, communicates operational impacts, and provides actionable insights to leadership to ensure that service levels, staffing, and adherence goals are met
- uses real‑time analytics to evaluate staffing levels and workforce performance, identifying risks and recommending solutions to meet service and operational goals
- Analyze intraday trends and staffing needs to support enterprise‑level workforce planning and strategic initiatives
- Demonstrate strong knowledge of workforce management principles, compliance standards, and operational best practices
- Operate with autonomy in prioritizing work, making informed decisions within documented procedures while collaborating with leadership to drive consistent, efficient outcomes
Requirements
- 1–2+ years of experience in Real‑Time Workforce Management, monitoring queues, managing adherence, completing intraday re‑forecasts, and partnering with operations to address service‑level risk
- 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 in real time
- Proficient in real‑time queue monitoring and Genesys telephony dashboards, analyzing live contact metrics to identify emerging risks, initiate tactical interventions, and maintain service‑level performance
- 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
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
Work Arrangement
Hybrid
Additional Information
- Primarily weekends (Saturday and Sunday). Weekday schedule and days off will be finalized during the hiring process.
- 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. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees 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 employees 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.
- While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
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- Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website
