Humana International Group
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The Forecasting Analyst supports the development of effective business staffing plans, workload forecasting, and resource allocation optimization for Contact Center and back-office operations. In this role, the Analyst analyzes workload and staffing impacts, collaborates with operations teams to enhance performance outcomes, and partners closely with the Workforce Management (WFM) team to proactively address risks to Service Level Metrics. The Analyst will coordinate with scheduling and intraday teams to ensure daily operational performance targets are efficiently achieved.
Develop and provide accurate (+/- 5% variance) for weeks +1-+5 forecasts for assigned contact centers within the organization.
Generate daily-level forecasts for various contact types, including key operational metrics such as Volume, Average Handle Time (AHT).
Create staffing requirements weekly, daily, and interval level
Responsible for overall demand need at the daily, weekly, interval level
Collect, maintain, and analyze data to support and enhance forecasting models for optimized workforce planning.
Collaborate effectively with multiple internal teams to assist in planning and executing targeted hiring strategies across various sites.
Participate in relevant business initiatives, assessing operational impacts and contributing to recommendations for improvement strategies.
Support the development and implementation of annual hiring plans, ensuring alignment with organizational budget cycles.
Regularly monitor key performance indicators (KPIs), providing timely insights and analysis to enhance operational efficiency.
Facilitate and participate actively in weekly internal team meeting, stakeholder meetings, presenting data-driven insights clearly and concisely.
Strong analytical thinking and problem-solving skills.
Excellent communication and interpersonal abilities, able to clearly articulate insights and recommendations.
Ability to concurrently manage multiple tasks, including complex projects, with attention to detail and accuracy.
Proven ability to effectively engage and collaborate with cross-functional teams.
Forecasting details: Seasonality patterns, trend analysis, Pattern analysis, forecast vairiance,
Required Qualifications
Minimum 3 years of Workforce Management experience
Knowledge & experience with a WFO software (ex: Verint and Genesys)
Intermediate level knowledge of Microsoft products such as OneDrive, Excel and PowerPoint
Demonstrated ability to articulate ideas effectively in both written and oral forms
Strong analysis, critical thinking, and analytical problem-solving skills
Ability to handle multiple tasks and deadlines with attention to detail
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Proven ability to work effectively with leadership and cross-functional teams in a back-office environment.
Experience with SQL, Tableau, or other analytics tools preferred.
Workstyle: Remote
Location: United States
Schedule: Typically, Monday through Friday 9:00 AM - 5:00 PM Eastern Time with flexibility to meet business needs.
Interview Format As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire 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.
Work at Home Guidance 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 recommended; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
SSN Alert Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.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.
Originally posted on Himalayas