[Hiring] Resource Planning Senior Analyst @The Cigna Group

Role Description

The Resource Planning Senior Analyst is primarily responsible for collaborating with the Resource Management Team, Market Directors, and Managers to execute the daily and weekly calling strategies based on forecasted volumes, offline needs, attendance, and any other business obligations we need to fulfill. We provide a balanced and level loaded skilling plan based upon demand and capacity analysis. This position monitors systems and call metrics throughout the day and makes changes to campaign resource allocations to ensure service level attainment.

• Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for skilling changes.
• Maintain employee profiles and reallocate resources to accommodate different types of calls.
• Monitor all call queues to ensure meeting metrics.
• Monitor compliance to client-specific performance guarantees, adjust skilling accordingly and notify management of problems as soon as possible.
• Serve as a technical support for systems and phone problems within PBS.
• Troubleshoot call center system, production systems, or phone problems.
• Follow-up on issues until resolved and maintain issue log.
• Provide reports to call center management on call trends, productivity, and service levels.
• Run ad hoc reports as requested.
• Communicate performance and scheduling updates at Daily Production Meetings.
• Respond to incoming requests to the Wrike platform within 24 hours.
• Additional duties as assigned.

Qualifications

• High school diploma or GED; Bachelor's degree preferred.
• At least 1 year of experience in resource management / workforce planning required.
• 2 years’ experience in a call center environment.
• Willingness to accommodate required work schedule of Sunday-Thursday 9:00am - 5:30pm EST; with ability to accommodate alternative schedules as needed for team PTO coverage, including overnight.
• Experience with Real Time Management systems and tools- i.e., Verint, Amazon Connect, or similar.
• Knowledge of Microsoft Office software.
• Knowledge of Express Scripts call center systems and platforms preferred.
• Demonstrated understanding of call center processes and procedures.
• Excellent communication (oral and written), presentation and facilitation skills.
• Ability to adapt in a dynamic work environment and make independent decisions.
• Demonstrated ability to handle multiple projects simultaneously and prioritize workload.
• Advanced problem-solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions, detail oriented.
• Knowledge of PBS industry/Managed care industry preferred.
• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Requirements

• For this position, we anticipate offering an annual salary of 52,100 - 86,900 USD / yearly, depending on relevant factors, including experience and geographic location.
• This role is also anticipated to be eligible to participate in an annual bonus plan.

Benefits

• Comprehensive range of benefits, with a focus on supporting your whole health.
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k), company paid life insurance, tuition reimbursement.
• A minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.

Company Description

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.