Workforce Management Intraday Analyst

San Antonio, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

Candidates must possess a Bachelor's degree in Business, Operations, Workforce Management, or a related field, or equivalent work experience. A minimum of 2 years of experience in real-time workforce operations, preferably within a contact center environment, is required. Strong proficiency in WFM software and analytics platforms such as NICE, Verint, or IEX, along with experience in real-time monitoring, intraday schedule adjustments, and performance analytics, is essential. Proficiency in Microsoft Excel and other reporting tools, strong analytical and problem-solving skills, excellent communication abilities, and the capacity to thrive in a fast-paced, dynamic environment are also necessary. The role requires the ability to work a schedule of 4 weekdays and one Saturday shift, with start times between 8-10 AM EST.

Responsibilities

The Workforce Management Intraday Analyst is responsible for monitoring, analyzing, and optimizing real-time workforce performance to ensure staffing levels meet service demand. This includes making immediate schedule adjustments, identifying and resolving disruptions, and providing real-time insights to enhance operational efficiency. Key duties involve monitoring service levels, queue performance, and agent adherence, tracking absenteeism and productivity, and escalating issues as needed. The analyst will also analyze intraday trends and recommend improvements, generate performance metrics, and communicate with stakeholders to align workforce supply and demand. Responsibilities include addressing system outages and call spikes, assisting in developing real-time workforce strategies, utilizing WFM systems for schedule management, ensuring data accuracy, and recommending process improvements. The role also requires providing intraday reporting and communicating key updates to leadership.

Skills

Workforce Management (WFM)

NICE

Verint

Aspect

Genesys

Real-time analysis

Intraday scheduling

Performance monitoring

Staffing optimization

Data analysis

Reporting

Communication

Problem-solving

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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