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