Humana · 20 hours ago
Workforce Management Real Time Analyst Professional 1
United States
Full-time
Remote
Entry Level
$49K/yr - $66K/yr
1+ years expHumana is a company focused on health and well-being, seeking a Workforce Management Real Time Analyst to monitor and optimize performance across contact channels. The role involves analyzing intraday trends, making real-time adjustments, and providing insights to leadership to meet service and operational goals.
Health CareHealth InsuranceInsuranceVenture Capital
Responsibilities
Monitoring, analyzing, and optimizing intraday performance across all supported contact channels
Ensuring that service levels, staffing, and adherence goals are met by making real-time adjustments, communicating operational impacts, and providing actionable insights to leadership
Leveraging real-time analytics to evaluate staffing levels and workforce performance, proactively identifying risks and recommending solutions to meet service and operational goals
Analyzing intraday trends and staffing needs to support enterprise-level workforce planning and strategic initiatives
Demonstrating strong knowledge of workforce management principles, compliance standards, and operational best practices
Operating with autonomy in prioritizing work, making informed decisions within documented procedures while collaborating with leadership to drive consistent, efficient outcomes
Qualification
Required
1–2+ years of experience in Real‑Time Workforce Management, actively monitoring queues, managing adherence, executing intraday re‑forecasts, and partnering with operations to address service‑level risk
1–2+ years of experience in a contact center operations or analytical role, supporting performance analysis, real‑time reporting, and operational execution
Proficient understanding of call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing) used to drive staffing decisions and queue performance in real time
Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect, and comparable platforms to monitor intraday performance, manage adherence, execute re‑forecasts, and support schedule adjustments in real time
Proficient in real‑time queue monitoring and Genesys telephony dashboards, analyzing live contact metrics to identify emerging risks, initiate tactical interventions, and maintain service‑level performance
Demonstrated analytical and critical‑thinking skills, enabling rapid evaluation of real‑time metrics and identification of actionable insights
Strong verbal and written communication skills, delivering clear updates and recommendations during high‑volume or escalated scenarios
Exceptional attention to detail with the ability to manage multiple queues, priorities, and service‑level risks simultaneously
Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas) to support intraday tracking and ad‑hoc analysis
Preferred
Advanced degree
Prior experience working in a multi‑channel (phone, chat, email) contact center environment
Experience supporting distributed/remote workforce teams
Familiarity with incident management processes (e.g., INC tickets, product escalations)
Knowledge of workforce methodologies such as forecasting, scheduling, capacity planning, or staffing models
Benefits
Medical, dental and vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
Short-term and long-term disability
Life insurance
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$13.07B2025-05-30Post Ipo Debt· $5B
2025-03-03Post Ipo Debt· $1.25B
2024-03-11Post Ipo Debt· $2.25B
Leadership Team
Jim Rechtin
CEO and President
Emilie Fritsch
Senior User Interface Design Engineer
Recent News
2026-02-04
HealthCareIT News
2026-02-04
HealthCareIT News
2026-02-04
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