Sr Call Center Analyst – Louisville

Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.

Humana has an exciting opportunity for the right career minded individual. We are seeking a strong National Forecasting Senior Analyst to work in Humana's Workforce Management department. The National Forecasting Senior Analyst is responsible for trending and forecasting contact volume, handle time, shrinkage, occupancy, and staffing requirements using the latest workforce management and ACD technology. This key individual will interface with most leadership levels in Humana therefore; presentation and communication skills are paramount. This is a non-supervisory and non-technical role focused on forecasting and routing for the short and long-term. Potential candidates should meet the minimum level of requirements listed below.

• Minimum 5 years contact center experience coupled with a minimum of 3 years experience in an analytical capacity within a contact center. Preferably in a Workforce Management, Resource Management, and/or Capacity Planning role
  
  
• The ability to analyze large amounts of numerical contact center data in a multi-skilled and multi-site environment
  
  
• Thorough knowledge of Nortel ACDs using Symposium or Avaya ACDs using CMS with CentreVu Supervisor, Expert Agent Selection (EAS), and/or Best Services Routing (BSR)
  
  
• Intermediate level knowledge of IVR/VRU routing and design as it pertains to callers who opt out and desire to speak to a live agent
  
  
• Administration level knowledge of Aspect Workforce Management (TCS) version 6.1 or greater with Real-Time Adherence (RTA) or IEX TotalView with Multiskill and Adherence Suite. Must be able to use WFM tools to create accurate short and long term forecasts within + or - 5% regarding volume and handle time
  
  
• Demonstrate experience with normalizing historical data, creating historical based and user supplied scenarios, creating adhoc (what if) forecasts based on inputs from operational leadership
  
  
• Expert level Microsoft Excel and intermediate level Microsoft Access skills. Must be able to create pivot tables, conditional logic (if) statements, union queries linking to external data sources via ODBC, Access report creation, Access user interfaces to external data
  
  
• Intermediate level mathematical aptitude relying on algebraic and statistical skills
  
  
• Must be able to forecast independently with little micromanagement from above
  
  
• Superb verbal and written communication skills. Must be able to communicate the results and recommendations of a complex analysis to non-technical decision makers and leaders within Humana
  
  
• Possess the ability to multitask and prioritize working with multiple deadlines from multiple leaders
  
  
• The right candidate must thrive in an ever changing environment
  
  
• Minimum education level must be a BS in Business Administration or Business Management
  
  If you meet these minimum requirements, please submit your resume for a prompt first level interview. We are excited to hear from you.
  
  Apply Here