Workforce Forecast Analyst

Become a part of our caring community

The Workforce Management Professional 2 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 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

The Forecasting Analyst supports the development of effective business staffing plans, workload forecasting, and resource allocation optimization for Contact Center and back-office operations. In this role, the Analyst analyzes workload and staffing impacts, collaborates with operations teams to enhance performance outcomes, and partners closely with the Workforce Management (WFM) team to proactively address risks to Service Level Metrics. The Analyst will coordinate with scheduling and intraday teams to ensure daily operational performance targets are efficiently achieved.

Key Responsibilities

• Develop and provide accurate (+/- 5% variance) for weeks +1-+5 forecasts for assigned contact centers within the organization.

• Generate daily-level forecasts for various contact types, including key operational metrics such as Volume, Average Handle Time (AHT).

• Create staffing requirements weekly, daily, and interval level

• Responsible for overall demand need at the daily, weekly, interval level

• Collect, maintain, and analyze data to support and enhance forecasting models for optimized workforce planning.

• Collaborate effectively with multiple internal teams to assist in planning and executing targeted hiring strategies across various sites.

• Participate in relevant business initiatives, assessing operational impacts and contributing to recommendations for improvement strategies.

• Support the development and implementation of annual hiring plans, ensuring alignment with organizational budget cycles.

• Regularly monitor key performance indicators (KPIs), providing timely insights and analysis to enhance operational efficiency.

• Facilitate and participate actively in weekly internal team meeting, stakeholder meetings, presenting data-driven insights clearly and concisely.

Skills & Competencies

• Strong analytical thinking and problem-solving skills.

• Excellent communication and interpersonal abilities, able to clearly articulate insights and recommendations.

• Ability to concurrently manage multiple tasks, including complex projects, with attention to detail and accuracy.

• Proven ability to effectively engage and collaborate with cross-functional teams.

• Forecasting details: Seasonality patterns, trend analysis, Pattern analysis, forecast vairiance,

Use your skills to make an impact

? Required Qualifications

• Minimum 3 years of Workforce Management experience

• Knowledge & experience with a WFO software (ex: Verint and Genesys)

• Intermediate level knowledge of Microsoft products such as OneDrive, Excel and PowerPoint

• Demonstrated ability to articulate ideas effectively in both written and oral forms

• 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

• Proven ability to work effectively with leadership and cross-functional teams in a back-office environment.

Preferred Qualifications

• Experience with SQL, Tableau, or other analytics tools preferred.

• Health experience.

Workstyle: Remote

Location: United States

Schedule: Typically, Monday through Friday 9:00 AM - 5:00 PM Eastern Time with flexibility to meet business needs.

Additional Information

Interview Format As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire 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 Guidance 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 recommended; 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 [email protected] with instructions on how to add the information into your official application on Humana's secure website.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

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.

$59,300 - $80,900 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

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.

Application Deadline: 04-16-2026

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 at?CenterWell.com.

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.

Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options