Resource Planning Senior Analyst - Evernorth - Remote

Cigna; United States; Remote; USD 51,000 - 85,000; Full time

Job summary

An established industry player is seeking a Resource Planning Senior Analyst to enhance operational efficiency within a remote environment. This role involves analyzing contact center trends, collaborating with various teams, and providing insights to improve performance. Candidates should possess strong analytical and communication skills, with a focus on capacity planning and workforce management. The organization values a healthy work-life balance and offers comprehensive benefits, making it an ideal opportunity for those looking to make a meaningful impact in the healthcare sector.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with Company Match

Tuition Reimbursement

Paid Time Off

Paid Holidays

Well-being Programs

Life Insurance

Qualifications

• 3+ years experience in resource/workforce planning.
• Strong analytical skills to evaluate data and recommend solutions.

Responsibilities

• Analyze contact center trends and improve workforce productivity.
• Act as liaison between Customer Service and Workforce Management.

Skills

Microsoft Office

Excel

Analytical Skills

Communication Skills

Presentation Skills

Education

High School Diploma or GED

Bachelor’s Degree

Job description

Resource Planning Senior Analyst - Evernorth - Remote

Pay Competitive

Location Remote

Employment type Full-Time

Job Description

Req#: 25005208

POSITION SUMMARY

Within the Resource Planning Real Time team, the Call Business Coordinator is responsible for building and maintaining strong relationships across the enterprise

The Call Business Coordinator (CBC) Team works in tandem with our business operational partners to provide insights and expose risks related to advocate behavior, agent alignment, capacity planning, and call performance trends. Members of the CBC team, through collaboration and reporting, execute contingency plans and aid in recovery efforts, related to staffing, to ensure a positive customer experience.

Analyzes contact center trends, including call volume, call patterns, staff productivity and resource allocation. Identifies areas for improvements to workforce productivity and modifications to programs as required.

Candidates who reside within 50 miles of the following locations will be asked to work in person 3 days per week: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Primary Functions

• Provides recommendations regarding capacity utilization. Effectively enables the operation to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity.
• Act as a liaison between Customer Service teams and numerous Workforce Management departments.
• Oversees reporting and call trends to presents risks and improve real-time call management
• Interface with operations and WFM leadership regarding factors impacting performance.
• Displays high level of operational focus, professionalism and engagement
• Displays a positive team relationship by being supportive, visible and easily accessible.
• Collaborates with matrix partners to ensure objectives and standards are met.
• Communicates in a clear and concise manner that is appropriate with the intended audience.

Key Qualifications

• High school diploma or GED; Bachelor’s degree preferred
• 3+ years relevant experience in resource/workforce planning or relevant contact center environment
• Ability to work required schedule of Monday-Friday between 8:00am-6pm with being flexible to work Holidays and weekends during peak season.
• Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel
• Excellent verbal and written communication skills, including the ability to communicate effectively and persuasively with individuals, groups, or work teams to explain difficult technical issues and the ability to listen effectively.
• Must have strong presentation skills, possess the ability to interact and communicate with small, medium, and large groups
• Must have strong analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend and implement solutions.

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.For this position, we anticipate offering an annual salary of 51,000 - 85,000 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.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .

About The Cigna Group

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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [e-mail] for support. Do not email [e-mail] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

About the company

Cigna is an American worldwide health services organization based in Bloomfield, Connecticut.