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 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. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates. Required Qualifications + Bachelor's Degree or equivalent experience + 6 or more years of Workforce Management experience + Experience designing & implementing new WFM services and tools + Experience with WFM products (Verint, Aspect, Genesys, etc.) + 3 or more year of Process Improvement experience + 2 or more years of management experience + Experience improving operational performance measures (quality, associate / customer experience, productivity, etc.) + Comprehensive knowledge of Microsoft Word, Excel and PowerPoint + Excellent written and oral communication skills + 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 Preferred Qualifications + Advanced Degree + Prior experience in Process or Project Management + Six Sigma Green or Black Belt + Lean Certification + Experience in Healthcare, Health Insurance, Clinical Operations + Experience with autodialer management, implementation, campaign design & tools (Avay, Five9, Genesys, etc.) Additional Information Scheduled Weekly Hours 40 About Us Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms when and where they need it. Our employees are at the heart of making this happen and thats why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first. Equal Opportunity Employer It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailbox_tas_recruit@humana.com for assistance. Humana Safety and Security Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact mailbox_tas_recruit@humana.com to validate the request. California Residents If you are a California resident and would like to review our California Consumer Privacy Act (CCPA) Policy click here: CA Resident Privacy Policy <>
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