Operation Lead Analyst

Capacity Planner / Workforce Operations Lead Analyst

Overview: 

Cigna is expanding its deployment of Workforce/ Resource Management and Capacity Planning across the business as we fulfill our customer-centric mission to help the people we serve improve their health and well-being.  The Planning& Insight team determines the appropriate staffing/ resources needed to meet our customers’ expectations and within key business targets.  The team must possess the ability to visualize, articulate, and solve complex and complicated business problems and identify opportunities for innovation for our global verticals including employer segments, medical cost management, finance, and service operations.  These businesses are aligned under our health improvement to drive affordability and customer experience strategies; all with the common goal of identifying what works best – personalized for our customers.

RESPONSIBILITIES:

• Able to devise detailed resource optimization plans in a multi-site, multiple networks, multiple lines of business & heavily decentralized environment and implement the same on capacity models/tools.
• Under general direction, analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Provides assistance to lower level traffic and scheduling staff, monitors inbound call traffic and ensures efficient distribution based on staff availability while ensuring customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning within the call center. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Maintains frequent contact with other departments when outages occur and calls must be redirected.  Also requires knowledge of call center's staffing availability and call volumes.
• Able to understand & analyze short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound, back office work, etc) with competing operational goals & effectively distribute resources to meet all goals simultaneously.
• Ensures the accuracy and timeliness of data by working time-off, schedules changes, and other WFM requests.
• Must have an understanding of IVR, ACD & other call delivery technology platforms.
• Works collaboratively with stakeholders, Departments /function and teams to create and deliver resource capacity forecasts.
• Manage relationships with business operations , finance and Manage workload assignments across environment achieving optimal performance
• Contribute to or develop complete, realistic and achievable plans to drive project to successful implementation (on time, within budget and meeting Customer needs) of new predictive models.
• Strong ability to multi-task in a fast pace operational environment
• Must be able to understand healthcare claims inventory management, forecasting, and associated staffing by multiple skills/work types
• Must be able to clearly communicate recommendations & guidance in a client based relationship to senior operational leaders.
• Must be able to communicate with multiple levels of management
• Must be able to effectively drive requirements, discipline and results with local and remote (unit and enterprise) teams.
• Must be able to consolidate staffing requirements for multiple units and projects in the organization into a global staffing model.
• Work closely with Finance and Operations to transform the capacity plans into quarterly and yearly Fiscal Road Maps
• Analyzing performance data identifying ways of improvement
• Proactively identify and initiate change to address performance and process issues.

QUALIFICATIONS:

• Graduation in Business Administration, Finance or equivalent required
• 8+ years of experience with Min. 3+ years operational planning experience including scheduling and forecasting
• Knowledge & experience with administering any WFM software, Avaya, CUIC or Cisco Phone System.
• Polished presentation Skills
• Proficient in Microsoft Office, including but not limited:
  • Expert in Excel, macros, formulas
  • MS Access
• Strategic staffing and capacity management experience for a global corporation
• Experience partnering closely with Finance team & Operations team
• Ability to organize workflow of other analysts; interact with partners; develop reporting.
• Proficient in all aspects of daily workforce management duties.
• Good verbal and written communications skills and the ability to work effectively in a virtual team environment.

CIGNA offers a competitive compensation and comprehensive benefits package including health and wellness benefits, and work/life balance programs, as well as opportunities for career growth and development.

 We encourage you to complete all questions on the candidate profile if you wish to be considered for this opportunity.

 CIGNA is an Equal Opportunity Employer

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.