Associate Director of Workforce Management Capacity Planning

Join our dedicated team and help us prioritize health! The Associate Director of Workforce Management (WFM) Capacity Planning will lead and refine our capacity planning efforts across various business lines. This vital role involves creating effective staffing models, conducting resource optimization strategies, and ensuring that headcount aligns with our service level objectives and financial goals. The ideal candidate will possess extensive experience in WFM planning, strategic forecasting, and collaboration across departments, with the ability to drive executive decision-making through insightful data analysis. Key Responsibilities: Lead the comprehensive capacity planning process encompassing both long-term and short-term FTE modeling, volume forecasting, and workload analysis. Translate strategic goals and budget constraints into actionable staffing plans that meet our service level ambitions and financial targets. Collaborate with various teams, including Finance, Operations, HR, Recruiting, and Training, to ensure a cohesive approach to headcount planning and hiring timelines. Develop and uphold adaptable staffing models that factor in key variables such as average handle time (AHT), volume, shrinkage, occupancy, and utilization. Provide executive-level reports and develop scenario models that support crucial strategic decisions such as site expansions and vendor allocations. Work closely with Real-Time Management, Scheduling, and Forecasting teams for synchronized execution of workforce strategies. Design and monitor KPIs that evaluate planning accuracy, staffing efficiency, and overall operational performance. Lead and nurture a team of analysts and planners, promoting a high-performance and growth-focused culture. Continuously enhance capacity planning processes by integrating best practices, upgrading planning tools, and automating workflows. Act as a subject matter expert for WFM capacity planning during business reviews and cross-functional initiatives. Qualifications: Bachelor's degree in Business, Mathematics, Operations Research, Statistics, or a related field; Master's degree is preferred. 10+ years of Workforce Management experience, with a minimum of 6 years in a leadership role focused on capacity planning. Strong analytical skills, proficiency in Excel, SQL, and WFM tools (e.g., Verint, NICE, Genesys, Aspect). Experience with statistical forecasting models and scenario planning. Ability to communicate and influence effectively at all organizational levels, including senior executives. Proven track record in leading cross-functional initiatives and achieving operational efficiencies. Experience in high-volume contact centers, healthcare operations, or BPO environments is a plus. Preferred Skills: Understanding of predictive analytics, AI/ML tools, and financial modeling. Strong project management capabilities and ability to handle multiple priorities. Adept at thriving in fast-paced, dynamic environments focused on continuous improvement. Additional Information: This position is remote, but occasional travel to Humana's offices for training or meetings may be necessary. Applicants are required to have an internet service with a minimum download speed of 25 Mbps and upload speed of 10 Mbps, along with a dedicated workspace free from interruptions to maintain member confidentiality. At Humana, we embrace diversity and are committed to creating an inclusive environment for all employees. We offer competitive benefits designed to support your overall well-being, including medical, dental, vision, 401(k) retirement plans, paid time off, and much more.