Brent Lang

Oversee Forecasting and Staff Planning activities, both long and short term, across Humana Insurance Segment Businesses encompassing both front and back office operations:

- Individual Medicare

- Group Medicare

- Group Business Operations

- Dis-enrollment

- Member Solutions

- Medicaid

- Provider Operations

- Clinical Operations

Coordinating workload distribution across seven BPOs, with a capacity of 5,000 agents during non-peak times and 10,000 during peak seasons. Facilitate weekly meetings with internal stakeholders and BPOs to discuss staffing needs for both immediate and future requirements. Guiding and mentoring a team of two Managers and nine Senior WFM Planners.. Compiling and reporting daily, weekly, and monthly operational and financial outcomes, including essential key performance indicators.

Develop and implement both short-term and long-term forecasts and staff planning requirements for North American Monitoring Centers. Recognize and apply workforce optimization strategies within and between Monitoring Centers. Collaborate with Senior Leadership, Finance, and Center management to create and execute capacity and budget models that promote business success.

• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
• Facilitated cross-functional collaboration for improved decision-making processes within the organization.
• Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.

- Oversee Business Intelligence initiatives across eight business segments to guarantee the achievement of NPS, MBO, and KPI targets through effective business operations.

- Spearhead the establishment of uniform standards for Governance, Intake, and Project Management processes within the Business Intelligence domain.

- Foster robust relationships in a matrixed environment to ensure alignment in budgeting and planning, while consistently fulfilling organizational goals.

- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

- Design and implement capacity and workforce planning frameworks for virtual operations teams.

- Oversee the development of departmental budgets for each forecasting cycle (e.g., 2 +10, 5 +7, etc.).

- Deliver comprehensive business performance reports to senior leadership and market CEOs. Prepare and present business performance analyses to inform senior leadership about key performance indicators, including inventory management and employee performance metrics.

- Foster personal development and encourage innovative thinking within a respected team focused on traffic and inventory management, operational and market reporting, and financial analysis.

- Oversee workforce operations encompassing scheduling, forecasting, real-time adherence, and both long-term and short-term planning, as well as recruitment activities.

- Spearhead initiatives to establish uniform standards for budgeting, monitoring, and recruiting a workforce exceeding 1,500 employees.

- Foster robust partnerships with finance and operations leadership to guarantee that budgeting aligns with planning, including forecasts for government change orders.