8 days old

Senior Workforce Management Professional (Remote)

Humana
Chicago, IL 60684
Description The Senior Workforce Management Professional applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Senior Workforce Management Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. Responsibilities The Senior Workforce Management Professional assesses organizational staffing and identifies requirements and solutions to meet contact center objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. This requires coordination with other analytics, IT and business areas across the organization to ensure completion of work with insights from Subject Matter Experts. Work assignments involve moderately to highly complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. As a Senior Workforce Management Professional, you will: + Leverage advanced knowledge of data, modeling, optimization, and tools to apply disciplined analytics to predict behavior and optimize programs and products to maximize contact center efficiency. (Service level, utilization, budgeting, etc.) + Utilize advanced predictive modeling to develop, test and validate cases that improve outcomes and quality of associate as well as member experiences. + Contribute to more innovative approaches to forecast models while building knowledge of the business context in which it operates. + Understand and analyze complex data, articulating to Finance and Service Operations leaders the impacts to the business from mathematical concepts leading to potentially sizeable dollar impacts. + Be a key influencer of departments strategy + Collaborate with tactical Workforce teams + Determine yearly, monthly, daily and intra-day staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc. + Maintain Workforce Management software (Aspect, Nortel, Avaya, RTA) Required Qualifications + Bachelor's degree and 5 or more years of data analytics experience OR Master's degree and 3 years of experience + Experience with data mining, predictive modeling techniques and using data to drive business outcomes and decisions + Excellent verbal and written communication + Able to articulate and present findings and insights to senior leadership + Strong attention to detail + Must be passionate about contributing to an organization focused on continuously improving consumer experiences Preferred Qualifications + Advanced Degree + Six Sigma certification + Expertise in data mining, forecasting, simulation, and/or predictive modeling + Previous contact/call center experience + Workforce Management experience Scheduled Weekly Hours 40 About Us Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms when and where they need it. Our employees are at the heart of making this happen and thats why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first. Equal Opportunity Employer It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailbox_tas_recruit@humana.com for assistance. Humana Safety and Security Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact mailbox_tas_recruit@humana.com to validate the request. <>

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Posted: 2020-02-10 Expires: 2020-03-11

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Senior Workforce Management Professional (Remote)

Humana
Chicago, IL 60684

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