Resource Planning Senior Analyst - Evernorth - Remote
POSITION SUMMARY
The Resource Planning Senior Analyst monitors inbound call traffic and ensures efficient distribution based on staff availability. Utilizes call volume reports and coordinates and completes Real Time capacity planning within the contact/call center. Analyzes call 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 may be asked to work in person: 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.
Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve the expected customer service levels.
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.
Has awareness of and sets an example of compliance with all corporate policies and completion of trainings.
Supports diversity by building an inclusive environment and valuing different perspectives.
Key Qualifications
High school diploma or GED; Bachelors degree preferred
3+ years relevant experience in resource/workforce planning or relevant contact center environment
Ability to work required schedule of Sunday, 8:00a-4:30p EST, Monday-Thursday, 1:30p-10:00p EST
Knowledge of WFM tools and basic call routing strongly preferred.
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 analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend and implement solutions.
Must have the ability to support extended hours, holidays and weekends as needed.
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. Thats why youll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, youll 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, were 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: [email protected] for support. Do not email [email protected] 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.
Apply Now
The Resource Planning Senior Analyst monitors inbound call traffic and ensures efficient distribution based on staff availability. Utilizes call volume reports and coordinates and completes Real Time capacity planning within the contact/call center. Analyzes call 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 may be asked to work in person: 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.
Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve the expected customer service levels.
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.
Has awareness of and sets an example of compliance with all corporate policies and completion of trainings.
Supports diversity by building an inclusive environment and valuing different perspectives.
Key Qualifications
High school diploma or GED; Bachelors degree preferred
3+ years relevant experience in resource/workforce planning or relevant contact center environment
Ability to work required schedule of Sunday, 8:00a-4:30p EST, Monday-Thursday, 1:30p-10:00p EST
Knowledge of WFM tools and basic call routing strongly preferred.
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 analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend and implement solutions.
Must have the ability to support extended hours, holidays and weekends as needed.
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. Thats why youll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, youll 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, were 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: [email protected] for support. Do not email [email protected] 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.
Apply Now