Humana

About Humana

 

Job Category:

Human Resources - Organizational Effectiveness

Country:

United States

Postal Code:

40201

Approximate Salary:

Not Specified

Position Type:

Full Time

Workforce Management Professional 2

Humana - Louisville, Kentucky

Posted: 12/12/2018

Description

With management direction the Workforce Management Professional 2 will focus on call center efficiency and resource utilization for our multi-channel call center operations. Analyze forecast, manage data, real-time operations and project staffing to achieve call business unit goals and objectives, while focusing on company values.

Monitor and Analyze multi-channel routing call center trends, call volumes, call patterns, to forecast call arrival and build staffing and scheduling plans to met business unit goals and objectives.



•Staff planning- compiles, analyzes, and utilizes exception data to identify trends and staffing impacts. Maintain and provides analysis of staffing changes resulting from attrition, transfers, and new hires. Partner with Human Resources and Education /Development to understand key drivers of forecasted staffing needs, schedules, etc.
•Staff scheduling – Directly accountable for work schedules that balance the needs of the business and agent preferences. Ensure appropriate scheduling of meetings, training, PTO, etc… to meet our business needs.
•Create, maintain, advise and provide clear communication of workforce management reports and distribute to Management as requested (Example…forecasted workload, changes, assumptions, inputs, daily/weekly/monthly, etc.)
•Special assignments, investigations, and other duties as requested by management.

Responsibilities

This position will be working at the Forum 1 Building, located at 301 N. Hurstbourne Parkway,

Louisville, KY 40222. 

With management direction the Workforce Management Professional 2 will focus on call center efficiency and resource utilization for our multi-channel call center operations.  Analyze forecast, manage data, real-time operations and project staffing to achieve call business unit goals and objectives, while focusing on company values.

Monitor and Analyze multi-channel routing call center trends, call volumes, call patterns, to forecast call arrival and build staffing and scheduling plans to met business unit goals and objectives.

•Staff planning- compiles, analyzes, and utilizes exception data to identify trends and staffing impacts. Maintain and provides analysis of staffing changes resulting from attrition, transfers, and new hires. Partner with Human Resources and Education /Development to understand key drivers of forecasted staffing needs, schedules, etc.
•Staff scheduling – Directly accountable for work schedules that balance the needs of the business and agent preferences.  Ensure appropriate scheduling of meetings, training, PTO, etc… to meet our business needs.
•Create, maintain, advise and provide clear communication of workforce management reports and distribute to Management as requested (Example…forecasted workload, changes, assumptions, inputs, daily/weekly/monthly, etc.)
•Special assignments, investigations, and other duties as requested by management.

               

Required Qualifications

  • Our Department of Defense contract requires U.S. Citizenship
  • Successfully receive interim approval for government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)
  • 2 to 5 years call center and workforce management experience (Aspect 8.0, IEX, etc)...
  • Work independently with minimum supervision
  • Ability to interrelate with a diverse number of departments, associates and vendors.[
  • Strong written and verbal communication skills.
  • Ability to analyze data and trends 
  • Strong knowledge of excel – create graphs/charts and strong analytical skills


Preferred Qualifications

  • Bachelor's Degree
  • Ability to prepare and deliver formal presentations
  • In-depth knowledge of Avaya or comparable phone system.

Scheduled Weekly Hours

40

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