Role: Workforce Management Analyst Assignment: Service OperationsPrimary Location: San Antonio, TX or Phoenix, AZ Are you a fit?Are you an analytical thinker? Would you enjoy analyzing various types of data to identify and solve business problems? If so, then read on! Assignment CapsuleAs a Workforce Management Analyst, you will partner closely with the Service Operation Leaders and provide guidance to help them run their call center as productively as possible. \u2022 Provide long-term and daily forecast metrics for the call center leaders \u2022 Manage Real Time activity of Customer Service Representatives and provide compliance and productivity data \u2022 Work with internal and outsourced leadership teams to compile complete data picture for short term and long term planning; Lost-Time, Compliance, Service Level, reporting. \u2022 Create schedules based on internal staffing models \u2022 Maintain Workforce Management software (Aspect, Avaya, and RTA) Key Competencies Sees the whole system: You understand and effectively influence the multiple processes and components of the organization, its stakeholders and environment; acting in ways that optimize business performance. Communication: You actively listen to others to understand their perspective and ensure continuous understanding regardless of communication channel or audience. Leveraging Technology: You are technological savvy and know how to appropriately share and use your knowledge to improve business results. Problem Solving: You are a problem solver with the ability to encourage others in collaborative problem solving. Acting as both a broker and consultant regarding resources, you engage others in problem solving without taking over. Role Essentials \u2022 Contact Center experience: Understand the daily needs and interactions of a busy call center environment.\u2022 Technical Skills: Must have a high level of competency in Excel and all other Microsoft Office applications.\u2022 Very strong verbal and written communication skills.\u2022 Experience conducting data analysis and ad-hoc reporting.\u2022 Aspect, Blue Pumpkin, IEX or other Workforce Management software experienceMust be able to work on Phoenix, AZ Time Zone (11:30am - 8pm AZ time) with flexibility Role Desirables\u2022 Bachelor's degree or equivalent experience preferred.\u2022 SQL, VBA, HTML coding or Access database proficient. Hours of Operation: Flexibility is necessary Reporting Relationships The Analyst will report to a Workforce Management Frontline Leader. Additional Information At Humana, we know your well-being is important to you, and it\u2019s important to us too. That\u2019s why we\u2019re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share our passion for helping people, we likely have the right place for you at Humana After applying, we encourage you to join our Talent Network as well, so you can stay informed and up to date on what\u2019s happening around our organization in the changing world of healthcare. 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.
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