Humana Phoenix, AZ 85067
The Workforce Management Professional 1 applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Workforce Management Professional 1 work assignments are often straightforward and of moderate complexity.
The Pharmacy Solutions Workforce Management Professional 1 supports a variety of contact center teams by assessing real-time organizational staffing and identifying requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Understands own work area professional concepts/standards, regulations, strategies and operating standards. Makes decisions regarding own work approach/priorities, and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation.
+ Manage multiple daily/intra-day priorities
+ Provide real-time monitoring of phone call volumes/service levels, production queues and live chat
+ Constantly communicate with leadership to coordinate needed staffing adjustments based on current and forecasted results as well as provide daily performance results
+ Generates and evaluates staffing schedules of associate's daily activities
+ Process schedule change tickets from leaders in a timely manner
+ Workforce Management experience
+ Availability to work Monday thru Friday 3:00 pm to 11:30 pm eastern standard time
+ Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
+ Excellent written and oral communication skills
+ Strong analysis, critical thinking, and analytical problem solving skills
+ Ability to handle multiple tasks and deadlines with attention to detail
+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences
**Nice to have**
+ Bachelor's or Advanced Degree
+ Prior experience in Process or Project Management
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage Voice to enhance our hiring and decision-making ability. Montage Voice allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.
If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a Montage Voice interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
**Alert:Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana's secure website.**
**Scheduled Weekly Hours**