Associate Director Workforce Management

Profile

Description

The Associate Director, Workforce Management 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 Associate Director, Workforce Management requires a solid understanding of how organization capabilities interrelate across department(s).

Responsibilities

The Associate Director, Workforce Management 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 Associate Director, Workforce Management works on problems of diverse scope and complexity ranging from moderate to substantial. The Associate Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

KEY ACCOUNTABILITIES

50%

Data Management/Administration

Providing process oversight and guidance to ensure consistency in forecasting and eWFM practices.

Provides oversight to all sites/WFA towards a common practice using BKM of WFM practices.

Ensures system gathers appropriate data. Makes necessary updates.

Manages relationships with eWFM vendor.

Manages call routing or system enhancements through telecommunications.

30%

Forecasting and Staff Planning

Provides oversight and management to ensure correct call volumes, average handle times (AHT) and staffing planned for each site.

Develops plans and strategy regarding capacity requirements and future business trends.

Compiles, analyzes, and utilizes exception data to identify trends and staffing impacts.

Provides oversight on analysis of staffing changes resulting from attrition, transfers, and new hires.

Coordinates with Human Resources and Education /Development to forecast staffing needs, schedules, etc.

20%

Manager Cross-Functional Relationships to the Broader Business

Coordinates with other departments as needed to aid in the running of the call center and to resolve issues affecting call center personnel relating to staffing or capacity.

Promote education and understanding of business requirements and resource management practices.

Required Qualifications

Our Department of Defense contract requires U.S. Citizenship

Successfully receive interim approval for government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)

Bachelor's degree

7 or more years of Workforce Management experience including long term forecasting, real time management and short term planning.

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work at Home/Remote Requirements

Must ensure designated work area is free from distractions during work hours and virtual meetings

Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com