Senior Workforce Management Professional

**Become a part of our caring community and help us put health first** 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. The Senior Forecasting Analyst plays a pivotal role in shaping strategic workforce planning through advanced forecasting methodologies, comprehensive data analysis, and insightful consultation. This position is responsible for overseeing and refining staffing forecasts, optimizing resource allocation for contact center and back-office operations, and driving continuous improvement in workforce management practices. The Senior Analyst will collaborate with operational leadership, provide strategic insights, lead forecasting projects, and mentor junior team members. **Key Responsibilities** + Develop and refine sophisticated short-term and long-term forecasting models for multiple contact centers, including complex contact types and multi-channel interactions. + Lead the creation and presentation of detailed weekly-level forecasts encompassing key operational metrics, such as Average Handle Time (AHT), shrinkage, attrition, and occupancy. + Perform in-depth statistical analysis, continuously refining forecasting methodologies and predictive analytics to optimize resource planning accuracy. + Provide strategic guidance and collaborate with cross-functional teams to align hiring and staffing plans with organizational goals and budgetary constraints. + Proactively assess and communicate the impacts of business initiatives, recommending data-driven strategies for operational improvements and efficiency. + Manage the development, implementation, and ongoing evaluation of annual workforce plans, ensuring alignment with the organization's financial and operational objectives. + Lead weekly and monthly strategic meetings with senior stakeholders, presenting forecast outcomes, insights, and actionable recommendations relative to all hiring and staffing plans. + Lead strategic meetings focused on hiring and staffing, in alignment with HR operations and training initiatives. + Act as the primary liaison for forecasting-related issues, ensuring alignment across scheduling, intraday operations, and senior management. + Conduct weekly forecasting for staffing needs based on projected script volume, not solely financial targets, ensuring accuracy and agility in planning. + Track and analyze attrition trends to proactively identify potential staffing gaps and make timely recommendations for adjustments. + Identify operational hurdles impacting hiring or staffing capacity and escalate to Operations leadership for resolution. + Monitor budget alignment and flag any deviations from staffing forecasts compared to financial expectations, particularly in relation to prescription volume trends. + Collaborate with cross-functional teams to ensure forecasts are aligned with actual script demand and evolving business needs + Provide mentorship, training, and guidance to forecasting analysts, fostering professional growth and enhancing team capabilities. **Use your skills to make an impact** **Required Qualifications** + Bachelor's degree or minimum of 5 or more years in workforce forecasting or scheduling. + Comprehensive knowledge of Microsoft Word, PowerPoint and Advanced knowledge using Excel. + Advanced proficiency in Workforce Management tools such as Verint, Genesys, IEX or similar platforms. + Excellent written and oral communication skills + Strong analysis, critical thinking, and analytical problem solving skills + Ability to handle multiple tasks and deadlines with attention to detail + Must be passionate about contributing to an organization focused on continuously improving consumer experiences + Demonstrated expertise in advanced forecasting methodologies, scenario analysis, and predictive modeling. + Proven ability to effectively communicate complex concepts through presentations and reports tailored for senior leadership. + Strong leadership qualities, with demonstrated experience in mentoring team members and managing complex forecasting projects. **Additional Skills & Competencies** + Exceptional analytical, strategic-thinking, and problem-solving abilities. + Superior interpersonal and communication skills, capable of influencing stakeholders at all organizational levels. + Demonstrated ability to prioritize and manage multiple high-impact projects simultaneously. + Strong business acumen with a clear understanding of operational and financial implications of forecasting decisions. **Preferred Qualifications** + Advanced Degree in business analytics, statistics, or related field preferred. + 7-10 years overall Workforce Management experience preferred. + experience with SQL, Tableau, or other analytics tools preferred. **Workstyle:** Remote **Location:** United States **Schedule:** Typically, Monday through Friday 9:00 AM - 5:00 PM Eastern Time with flexibility to meet business needs. **Additional Information** **Interview Format** As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. **Work at Home Guidance** 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 recommended; 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. **SSN Alert** 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 [email protected] with instructions on how to add the information into your official application on Humana's secure website. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. **Scheduled Weekly Hours** 40 **Pay Range** The 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. $71,100 - $97,800 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. **Description of Benefits** Humana, 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. Application Deadline: 12-17-2025 **About us** About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence. About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one. ​ **Equal Opportunity Employer** 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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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. Centerwell, a wholly owned subsidiary of 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 full accessibility rights information and language options