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The WFM Analyst - Scheduling will manage all scheduling processes in support of call center operations to achieve optimal resource utilization in accordance with service performance goals and objectives.

This position requires analysis of call center workload and schedule generation utilizing workforce management software to ensure effective and efficient use of resources.

Location: Remote US

Shift: An 8 hour shift between 8:30AM and 6PM Eastern

Essential Duties and Responsibilities

• Prepare and analyze staff schedules in order to meet service level requirements in the most efficient manner possible within work rules and other constraints.

• Develop and maintain efficient staffing plans and shift assignments in support of call center performance deliverables for staff and clients

• Create and maintain shift profiles and scheduling rules within Verint Workforce Optimization (WFO)

• Ensure schedules are published at appropriate times

• Provide various scheduling analysis to ensure optimal schedules and provide staff recommendations

• Ensure data integrity within WFM system

• Create New Hire schedules and facilitate department shift bid process as needed

• Establish and maintain communication channels to ensure scheduling resources are met

• Provide ongoing analysis of available shift offerings, staffing requirements, schedule trades and time off allocations

• Schedule and maintain all preplanned offline activities for current / future weeks

• Responsible for call center payroll administration and processing in accordance with HR biweekly deadline

• Demonstrated ability to prepare and conduct PowerPoint training presentations (pre-planned and ad-hoc) for Call Center Leadership, New Hire orientation and staff on WFM system features, functions, associated processes, policy and procedures.

• Partner closely with Real-Time and Reporting Analysts; providing back-up support when needed

• Perform other duties and assignments as directed

Use your skills to make an impact

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Possess working knowledge of call center operational practices, procedures, systems and initiatives and how they interact with a Workforce Management solution system

• Exercises judgment within defined procedures and practices to determine appropriate action.

• Previous Intraday management experience preferred

• Develop and maintain interdepartmental relationships leveraging business knowledge to improve resource utilization and overall process improvement related to workforce management strategies

• Self-motivated and must excel in a minimally managed high-profile position

• Possess excellent verbal and written communication skills

• Ability to multi-task and prioritize in a fast-paced environment

• Possess a creative approach to problem solving

Education and/or Experience

• Three - five years’ experience working in a Call Center environment with associated WFM technology required.

• BA or BS highly preferred

• Working knowledge of Verint Workforce Optimization, IEX or Pipkins preferred

• AVAYA based telephony systems, Virtual Hold and skills-based routing experience preferred

Computer Skills

• Highly proficient in MS Word, MS Excel and MS PowerPoint

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$40,200 - $55,200 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.

About us

About Enclara: Pharmacia Enclara Pharmacia is the nation’s largest full-service hospice and palliative care Pharmacy Benefits Manager, offering compassionate and cost-effective services to our most vulnerable patients. As a wholly owned subsidiary of Humana, Enclara works closely with hospice providers to reduce pharmacy costs, improve patient care and support caregivers through digital innovations, flexible medication access, one-on-one clinical support and excellent customer service.

About Humana: Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers, and our company. Through our Humana insurance services, and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

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 veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.