Workforce Management Professional

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The Workforce Management Real-time 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 Workforce Management Real Time Analyst (Professional
1) uses real?time 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 enterprise?level 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.

Required Qualifications

• 12+ 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.
• 12+ 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.
• Exceptional attention to detail with the ability to manage multiple queues, priorities, and service?level risks simultaneously.
• Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas) to support intraday tracking and ad?hoc analysis.

Preferred Qualifications

• 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.

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

Scheduled Weekly

Hours:

40

Pay Range:

$48,900 - $66,200 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 Center Well Pharmacy:
Center Well Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment…