WFM Real Time Analyst Professional 1
Humana is a leading healthcare services provider focused on integrated experiences for patients. The Workforce Management Real Time Analyst is responsible for monitoring and optimizing intraday performance across contact channels, making real-time adjustments, and providing insights to ensure service levels and staffing goals are met.
Responsibilities
- Monitoring, analyzing, and optimizing intraday performance across all supported contact channels
- Making real time adjustments
- Communicating operational impacts
- Providing actionable insights to leadership to ensure that service levels, staffing, and adherence goals are met
- Using real‑time analytics to evaluate staffing levels and workforce performance
- 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
Skills
- 1–2+ years of experience in Real‑Time Workforce Management, monitoring queues, managing adherence, completing 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
- Experience with 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
- 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
- Many other opportunities
Company Overview
Company H1B Sponsorship