Workforce Management Intraday Analyst

About the Role

Employment Type: Full time

Become a part of our caring community and help us put health first. The WFM Intraday Analyst is responsible for monitoring, analyzing, and optimizing real-time workforce performance to ensure that staffing levels align with service demand. This role involves immediate schedule adjustments, identifying and resolving disruptions, and providing real-time insights to support operational efficiency. The ideal candidate is detail-oriented, skilled in WFM tools, and able to quickly adapt to a dynamic environment.

Key Responsibilities

• Monitor real-time service levels, queue performance, and agent adherence to ensure alignment with intraday staffing goals.
• Identify staffing deviations and make immediate schedule adjustments to maintain operational coverage.
• Track absenteeism, schedule adherence, and productivity, escalating issues as necessary to appropriate stakeholders.
• Analyze intraday trends, call volume patterns, and agent performance data to recommend improvements.
• Generate and distribute real-time performance metrics, including occupancy, shrinkage, and adherence.
• Communicate with team leads, supervisors, and other departments to maintain alignment between workforce supply and demand.
• Work with IT and operations to address system outages, call spikes, and staffing shortages.
• Assist in developing and executing real-time workforce strategies to support service-level goals.
• Utilize WFM systems such as NICE, Verint, Aspect, or Genesys to manage and adjust intraday schedules.
• Ensure data accuracy and integrity across all workforce management platforms.
• Recommend and implement process improvements to enhance intraday responsiveness and workforce efficiency.
• Provide intraday reporting and communicate key updates and resolutions to leadership.

Schedule

• Ability to work a schedule of 4 weekdays each week and a Saturday shift each week.
• Start time between 8a-10a EST with an end time of 4:30p-6:30p EST.

Education & Experience

• Bachelor’s degree in Business, Operations, Workforce Management, or a related field (or equivalent work experience).
• 2+ years of experience in real-time workforce operations, preferably in a contact center or similar environment.
• Strong proficiency in WFM software and analytics platforms (NICE, Verint, IEX, etc.).
• Experience in real-time workforce monitoring, intraday schedule adjustments, and performance analytics.
• Proficiency in Microsoft Excel and other reporting tools.
• Strong analytical and problem-solving skills; able to interpret live data and act quickly.
• Excellent verbal and written communication skills; able to collaborate across departments and convey updates effectively.
• Ability to thrive in a fast-paced environment with rapidly changing priorities.
• Self-driven, detail-oriented, and capable of working independently.

Travel

• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

• 40

Pay Range

• $48,900 - $66,200 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.