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The Workforce Management (WFM) Real Time Analyst is responsible for monitoring analyzing and optimizing intraday performance across all supported contact channels. This role makes real time adjustments communicates operational impacts and provides actionable insights to leadership to ensure that service levels staffing and adherence goals are met. The RTA is detail oriented analytical and able to make fast accurate decisions in a dynamic environment.

The Workforce Management Real Time Analyst (Professional 1) uses realtime analytics to evaluate staffing levels and workforce performance identifying risks and recommending solutions to meet service and operational goals. Analyze intraday trends and staffing needs to support enterpriselevel workforce planning and strategic initiatives. Demonstrate strong knowledge of workforce management principles compliance standards and operational best practices. Operate with autonomy in prioritizing work making informed decisions within documented procedures while collaborating with leadership to drive consistent efficient outcomes.

Use your skills to make an impact

Required Qualifications

• 12 years of experience in RealTime Workforce Management monitoring queues managing adherence completing intraday reforecasts and partnering with operations to address servicelevel risk.
• 12 years of experience in a contact center operations or analytical role supporting performance analysis realtime 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 reforecasts and support schedule adjustments in real time.
• Proficient in realtime queue monitoring and Genesys telephony dashboards analyzing live contact metrics to identify emerging risks initiate tactical interventions and maintain servicelevel performance.
• Demonstrated analytical and criticalthinking skills enabling rapid evaluation of realtime metrics and identification of actionable insights.
• Strong verbal and written communication skills delivering clear updates and recommendations during highvolume or escalated scenarios.

Preferred Qualifications

• Advanced degree
• Prior experience working in a multichannel (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.

Additional Information

Scheduled shift:

10:00am-6:30pm EST Tuesday-Saturday Off Sunday and Monday

Hybrid role Orlando Centerwell site Tues-Thurs

Ability to work from Orlando Centerwell site 5 days a week

Centerwell Orlando Address

11010 Florida Crown Dr Suite 200 Orlando FL 32824

Additional Information:

As part of our hiring process for this opportunity we will use an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:

To ensure Home or Hybrid Home/Office employees ability to work effectively the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless wired cable or DSL connection is suggested. Satellite cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California Illinois Montana or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert:

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number if it is not already on file. When required an email will be sent from with instructions on how to add the information into your official application on Humanas secure website

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills knowledge experience education certifications etc.

$48900 - $66200 per year

Description of Benefits

Humana Inc. and its affiliated subsidiaries (collectively Humana) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits Humana provides 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 and many other opportunities.

About Us

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient safe reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services specialty and retail pharmacy locations we provide customers simple integrated solutions every time. We care for patients with chronic and complex illnesses as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible comprehensive and most of all personalized. As the largest provider of senior-focused primary care a leading provider of home healthcare and a leading integrated home delivery specialty hospice and retail pharmacy CenterWell is focused on whole health and addressing the physical emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer .

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race color religion sex sexual orientation gender identity national origin age marital status genetic information disability or protected veteran status. It is also the policy of Humana to take affirmative action in compliance with Section 503 of the Rehabilitation Act and VEVRAA to employ and to advance in employment individuals with disability or protected veteran status and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions including but not limited to recruitment hiring upgrading promotion transfer demotion layoff recall termination rates of pay or other forms of compensation and selection for training including apprenticeship at all levels of employment.