Role: Workforce Analyst
Assignment: Humana Government Business
Location: Forum 1, Louisville, KY
With management direction Analyst 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.
Our Department of Defense contract requires U.S. Citizenship for this role
2 - 5 years of call center workforce management experience
H.S. Diploma or GED
Ability to analyze data and trends
Strong knowledge of Microsoft Excel - to be able to create graphs/charts, etc.
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Strong written and verbal communcation skills
Ability to interrelate with diverse departments and associates
Ability to work independently
Experience with workforce management software (Aspect, IEX, etc)
In depth knowledge of Avaya or comparable phone system
Ability to prepare and deliver formal presentations
Strong analytical skills
Interview Format As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage Voice to enhance our hiring and decision-making ability. Montage Voice 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.
If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a Montage Voice interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Title: Workforce Analyst
Requisition ID: 177669
Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.