Workforce Management Process Analyst - NE

Job Description: Humana Inc., headquartered in Louisville, Ky., is one of the nation's largest publicly traded health benefits companies, with approximately 9 million medical members. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 45-year history, Humana has consistently seized opportunities to meet changing customer needs. Today, the company is a leader in consumer engagement, providing guidance that leads to lower costs and a better health plan experience throughout its diversified customer portfolio.


This is an exciting high profile opportunity for Workforce Management analysis. There are currently two openings on our Commercial/HCPR workforce team. The analysts will join our team in monitoring call center functions. This is attained through utilization of Aspect eWFM, Nortel Symposium, Avaya CMS Supervisors and various other tools.

You must possess a technical aptitude, advanced excel skills and the ability to learn through on the job training.

Requirements

Responsibilities include, but are not limited to:


Create daily intra-day forecasts.

Assist in the development of reports and processes to augment planning.

Analyze exceptions to ensure proper shrinkages are planned and followed.

Work with other departments as needed to aid in the running of the call center and to resolve issues effecting call center associates relating to staffing.

Create ad-hoc reports for Humana leadership as requested.

Compile various daily/weekly reports, including Daily Performance Analysis and Weekly Forecast vs. Actual Comparison.

Handle resignations/terminations as they need to be completed in order for the weekly forecast run.

Overall scheduling and staffing coordination for call center associates.

Maintain WFM software (Aspect eWFM, Nortel Symposium, Avaya CMS). Includes set up of new associates, changes to department and supervisor, and removal of associates upon resignation/termination.

Generate work schedules accurately and timely.

Ensure official schedules are created at least 6 weeks in advance.

Responsible for working with managers on shift reassignments.

Schedule and enter exceptions for pre-planned activities such as training, company wide meetings and other company incentives.

Manage Real Time Adherence by monitoring agent schedule and ACD states in RTA, and communication with the supervisors.

Assist in management of service level by offering resolution or project time on a real time basis.

Re-skill or prioritize agent skill sets to ensure service level is achieved daily.

Advise forecaster of unusual occurrences with phone volume or number of exceptions for possible re-forecasting.

Manage time off requests.

Send e-mail and/or pager notifications to operations regarding system issues or staffing needs.

Skill Requirements:
- AS degree with Majors preferred in Business, Mathematics, Finance, or equivalent
- Advanced ability with Microsoft Excel
- Experience conducting data analysis


Preferred:

- Call Center Workforce Management Experience
- Background of technical roles, dealing with call centers
- Bachelors Degree in Business, Mathematics, Finance, etc
- WFM tool experience (Aspect eWFM, IEX Totalview, Blue Pumpkin)
- Experience with Nortel Symposium or Avaya CMS Supervisor

Searchable Keywords: Workforce Management Process Analyst - NE / gj-mo

Minimum Education Required: Bachelor

Years of Experience Required: 3-5 Years