Senior Workforce Management Professional

About this role

Become a part of our caring community   Humana is seeking an experienced Workforce Management Professional to join the Workforce Management Forecasting Team working remote anywhere in the US. As the Senior Workforce Management Professional, you will apply and integrate 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).

As a Senior Workforce Management Professional, you will collaborate closely with the Service Operation Leaders and provide guidance to enable them to operate their call centers as efficiently as possible.

Key Role Functions • Develop and maintain a comprehensive forecasting model, using Workforce Management tools to forecast call volume, average handle time and shrinkage to create staffing requirements

• 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.

• Coordinate and facilitate collaboration with contact center leadership, marketing, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities

• Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology

• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)

• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives

• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers

• Maintain Workforce Management software (Aspect and Genesys)

Use your skills to make an impact   Required Qualifications • 5+ years of Workforce Management experience

• 2+ years of call center forecasting experience

• Experience utilizing Workforce Management software (i.e. Aspect, NICE, IEX, and/or Genesys)

• Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint

• 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

Preferred Qualifications • Back-Office forecasting experience

• Prior experience in Process or Project Management

Work at Home Requirements: 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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.   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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 08-27-2026 About us   About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

​ 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.

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