Operations Sr Analyst - Cigna Healthcare

Evernorth; Bengaluru; Vor Ort; INR 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

The Cigna Group seeks a Workforce Management Scheduler / Senior Analyst (Band 3) in Bengaluru to develop and optimize weekly, monthly, and intraday schedules within Verint WFM, aligning with forecasted workload and business requirements. You will manage schedule changes, configure shift patterns, and ensure data integrity across WFM systems.

You will partner with Real-Time Management, Operations, HR, and other stakeholders to monitor adherence, manage capacity, and drive improvements that

Qualifikationen

• Bachelor’s degree in business administration, finance, operations management, or related field.
• Minimum 3+ years of workforce management experience, incl scheduling, forecasting, and capacity planning.
• Hands-on Verint WFM experience: schedule administration, intraday management, adherence tracking.
• Strong knowledge of WFM principles, staffing models, and service level management.
• Experience administering contact center technologies (Verint, Avaya, CUIC, Cisco) and Excel proficiency.

Aufgaben

• Develop, maintain, and optimize weekly, monthly, and intraday schedules within Verint WFM based on forecasted workload and business requirements.
• Manage schedule modifications to address changing operational demands, volume fluctuations, and business priorities.
• Configure and maintain shift patterns, break schedules, meetings, training sessions, coaching activities, and PTO allocations.
• Perform workload distribution and queue management to maximize service levels and efficiency.
• Monitor schedule adherence, staffing utilization, and schedule effectiveness, identifying opportunities for improvement.
• Analyze staffing coverage and identify resource gaps, implementing corrective actions such as overtime or shift swaps.
• Partner with Real-Time Management teams to support intraday operations and optimal deployment.
• Collaborate with Operations Leaders to identify staffing risks and mitigation strategies.
• Coordinate and schedule business activities (meetings, training, coaching) balancing service delivery.
• Ensure workforce activities are scheduled efficiently to minimize disruption and maintain performance.
• Maintain accurate employee schedule records within Verint and related systems, ensuring data integrity.
• Work with Workforce Planning, Operations, HR, and others to support objectives.
• Communicate schedule updates and impacts to leadership and affected teams promptly.

Kenntnisse

Verbal and written communication

Multi-tasking

Stakeholder management

Data analysis

Problem solving

Ausbildung

Bachelor's degree in Business Administration, Finance, Operations Management, or related field

Tools

Verint WFM

Avaya

CUIC

Cisco

Advanced Excel

Jobbeschreibung

Workforce Management Scheduler / Senior Analyst (BAND 3)

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

• Develop, maintain, and optimize weekly, monthly, and intraday schedules within Verint Workforce Management (WFM) based on forecasted workload, staffing plans, and business requirements.
• Manage schedule modifications to address changing operational demands, volume fluctuations, employee availability, and business priorities.
• Configure and maintain shift patterns, break schedules, meetings, training sessions, coaching activities, and paid time-off allocations within the WFM system.
• Perform workload distribution and queue management activities to maximize service levels, operational efficiency, and workforce productivity.
• Monitor schedule adherence, staffing utilization, and schedule effectiveness, proactively identifying opportunities for improvement.
• Analyze staffing coverage and identify resource gaps, recommending and implementing corrective actions such as overtime, schedule adjustments, shift swaps, or resource reallocation.
• Partner with Real-Time Management teams to support intraday operations and ensure optimal workforce deployment.
• Collaborate with Operations Leaders to identify staffing risks, assess business impacts, and develop mitigation strategies.
• Coordinate and schedule business activities, including meetings, training programs, coaching sessions, and operational initiatives, while balancing service delivery requirements.
• Ensure workforce activities are scheduled efficiently to minimize operational disruption and maintain customer service performance.
• Maintain accurate employee schedule records within Verint and related workforce management systems, ensuring data integrity and compliance with organizational policies.
• Work closely with Workforce Planning, Operations Management, Team Leaders, Human Resources, and other stakeholders to support workforce management objectives.
• Communicate schedule updates, staffing impacts, and workforce-related changes to leadership and affected teams in a timely and effective manner.

Competencies

• Manage relationships with business operations, finance and Manage workload assignments across environment achieving optimal performance
• Strong ability to multi-task in a fast pace operational environment
• Ability to effectively communicate, both verbally and in writing with various stakeholders & across levels.
• Proactively identify and initiate change to address performance and process issues.
• Strong ability to multi-task in a fast pace operational environment
• Proactively identify and initiate change to address performance and process issues.

QUALIFICATIONS

• Bachelor s degree in business administration, Finance, Operations Management, or a related field required.
• Minimum 3+ years of workforce management experience, including scheduling, forecasting, and capacity planning.
• Proven hands-on experience with Verint Workforce Management (WFM), including schedule administration, intraday management, adherence monitoring, and workforce optimization.
• Strong knowledge of workforce management principles, staffing models, scheduling methodologies, and service level management.
• Experience administering workforce management and contact center technologies, including Verint WFM, Avaya, CUIC, Cisco, or similar telephony platforms.
• Advanced proficiency in Microsoft Office applications, particularly:
  • Microsoft Excel (advanced formulas, pivot tables, reporting, and macros)
• Comprehensive understanding of workforce management functions, including forecasting, scheduling, real-time management, adherence tracking, and reporting

CIGNA offers 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.

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.