Workforce Management Real-Time Professional 1

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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.

Use Your Skills to Make an Impact

Required Qualifications

• 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.
• 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.

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

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 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.