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Job Information
Job title

Wor kforce Management Analyst

Company Humana
Wage between $0.00 - $0.00 Annually
Location United States, Arizona, Phoenix
Employment type Full Time
Education Not Specified
Year Experience 1 - 2 Years of Practical Experience
Travel About 25%
Published on 10/27/2006
Description
Humana Inc., headquartered in Louisville, Ky., is one of the nation's largest publicly traded health benefits companies, with approximately 9 million medical members. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 45-year history, Humana has consistently seized opportunities to meet changing customer needs. Today, the company is a leader in consumer engagement, providing guidance that leads to lower costs and a better health plan experience throughout its diversified customer portfolio.


Humana Inc., headquartered in Louisville, Ky., is one of the nation's largest publicly traded health benefits companies, with approximately 9 million medical members. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 45-year history, Humana has consistently seized opportunities to meet changing customer needs. Today, the company is a leader in consumer engagement, providing guidance that leads to lower costs and a better health plan experience throughout its diversified customer portfolio.

Role: Workforce Management Analyst
Location: Phoenix, Arizona

Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.

Responsibilities include, but are not limited to:

  • Create daily intra-day forecasts.
  • Assist in the development of reports and processes to augment planning.
  • Analyze exceptions to ensure proper shrinkages are and planned and followed.
  • Work with other departments as needed to aid in the running of the call center and to resolve issues effecting call center associates relating to staffing.
  • Create ad-hoc reports for Humana leadership as requested.
  • Compile various daily/weekly reports, including Daily Performance
  • Analysis and Weekly Forecast vs. Actual Comparison.
  • Handle resignations/terminations as they need to be completed in order for the weekly forecast run.
  • Overall scheduling and staffing coordination for call center associates.
  • Maintain WFM software (ASPECT, Info Link and Avaya CMS).
  • Includes set up of new associates, changes to department and supervisor, and removal of associates upon resignation/termination.
    Generate work schedules accurately and timely.
  • Ensure official schedules are created at least 6 weeks in advance.
  • Responsible for working with managers on shift reassignments.
  • Schedule and enter exceptions for pre-planned activities such as training, company wide meetings and other company incentives.
  • Manage Real Time Adherence by monitoring agent schedule and ACD states in RTA, and communication with the supervisors.
  • Assist in management of service level by offering resolution or project time on a real time basis.
  • Re-skill or prioritize agent skill sets to ensure service level is achieved daily.
  • Advise forecaster of unusual occurrences with phone volume or number of exceptions for possible re-forecasting.
  • Manage time off requests.
  • Send e-mail and/or Nextel/pager notifications to operations regarding system issues or staffing needs.

    Requirements:
  • AS degree with Majors preferred in Business, Mathematics, Finance, or equivalent
  • Advanced ability with Microsoft Excel
  • Strong ability with Microsoft Word
  • Experience conducting data analysis or financial backgrounddf-tc

    Experience/Skills
    See Above

    Other desired skills:
    Workforce Management Analyst
    • This job has expired.