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
Humana is a health insurance provider for individuals, families, and businesses. It was founded in 1964, and is headquartered in Louisville, Kentucky, USA, with a workforce of 10001+ employees. Its website is http://www.humana.com.Company H1B Sponsorship
Humana has a track record of offering H1B sponsorships, with 91 in 2026, 282 in 2025, 246 in 2024, 284 in 2023, 274 in 2022, 212 in 2021, 84 in 2020. Please note that this does not guarantee sponsorship for this specific role.