Lead, WFM Reporting and Analytics

Descripción del puesto:

Become a part of our caring community and help us put health first

The Data and Reporting Lead generates ad hoc reports and regular datasets or report information for end-users using system tools and database or data warehouse queries and scripts. The Data and Reporting Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Senior Lead of WFM Reporting is responsible for the data architecture and metric reporting for CenterWell's call center and back office operations. You will lead a team of analysts while simultaneously perform advanced operational analysis.
This role requires a unique hybrid skillset: the technical ability to unify disparate data sources (Telephony, WFM, Pharmacy Management Systems), automate reports, and leadership capability to guide senior stakeholders through complex operational challenges. You will support the reporting ecosystem for both Call Center and Back Office queues ensuring that data drives operational decision we make to support our patients.

Strategic Leadership & Stakeholder Management
* Team Leadership: Manage, mentor, and develop a team of WFM Reporting Analysts. Set coding standards, conduct code reviews (SQL), and foster a culture of accuracy and automation.
* Executive Narrative & Storytelling: Serve as the lead for WFM and operations for operational performance. You must translate data into clear, actionable business narratives (e.g., explaining how inventory aging correlates to staffing shortages).
* Governance: define the "Source of Truth" for all operational metrics (AHT, Occupancy, Shrinkage, TAT). Manage the intake and prioritization of all reporting requests to prevent scope creep.

Technical Execution & Tactical Analytics
* Hands-On Development: Personally design and build complex dashboards using Power BI or Tableau. You will be the escalation point for complex technical hurdles that your team cannot solve.
* Call Center and Back-Office reporting: Architect the reporting logic for high-volume, multi-step pharmacy queues. This includes calculating "True Backlog," "Inventory Aging," and "Touch Time vs. Elapsed Time" to optimize prescription throughput.
* Data Pipeline Management: Write and optimize complex SQL queries to blend data from Verint, Genesys, Salesforce, IVR/VIA and Pharmacy Management Systems. Automate ETL processes to eliminate manual Excel reporting.

Operational Optimization
* Root Cause Analysis: Proactively identify performance variances. If Service Level is missed, you must determine if the cause was Forecast Error, Schedule Adherence, AHT spikes, or System Downtime, and present these findings to Operations leadership.
* Capacity Planning Support: Provide the historical data baselines required for long-term capacity planning, specifically converting "widgets/scripts" into "required hours" for budget discussions.

Use your skills to make an impact

Required Qualifications
* Bachelor's degree
* 8 or more years of technical experience in data reporting
* 4 or more years of project leadership experience
* Advanced Microsoft Excel skills including ability to link pivots to external data sources, creating pivot tables and summarizing data into reports and dashboards
* Advanced SQL skills including ability to link to external data sources, pass-through queries, data structure and relationship design
* Advanced knowledge with PowerBI, Tableau or other data visualization tools.
* Experience working with big and complex data sets within large organizations and/or the analysis of healthcare data
* Proficiency in verbal and written communication to senior and executive leadership
* Strong organizational skills and ability to manage multiple or competing priorities
* Strong analytical and problem solving skills
* Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications
* Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field
* Advanced in Python
* Prior experience working in a system analytics and/or data warehousing environment
* Experience working in a call center and healthcare industry

Additional Information
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:
To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert:
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours
40

Pay RangeThe compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$97,900 - $133,500 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of BenefitsHumana, 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.

Application Deadline: 01-22-2026

About us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient's well-being.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.
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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