Capacity Planner / Workforce Operations Lead Analyst (BAND 3)

The job profile for this position is Planning and Workflow Lead Analyst, which is a Band 3 Senior Contributor Career Track Role.

About us

Cigna is one of the world’s leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa, and Asia Pacific.

Product types include Medical, Dental, Vision, Life, AD&D, Disability, Travel, etc. are sold to groups.

For our Business Excellence team we are looking for a Planning Senior analyst

Your job

As a Senior Analyst you will be responsible for developing and managing short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership. This role translates operational strategy into capacity plans for both inshore and offshore operations, manages headcount and productivity, and coordinates capacity planning to meet service level agreements.

Main Responsibilities

1. Forecasting and Planning:

– Create long, medium, and short-term forecast volumes for all functions based on historical data and financial projections on membership.

– Translate operational strategy into capacity plans for inshore and offshore teams.

– Measure and plan for attrition rates, leaves of absence, and headcount control within each capacity plan.

– Update work ratios and plan holiday/sickness quotas for each site and function.

2. Productivity Management:

– Control and set productivity targets in collaboration with Operations Managers for each function.

– Monitor and ensure targets are met, adjusting plans as necessary to maintain efficiency.

3. Service Level Projections:

– Develop projections for claims, COM inventory, and telephony service levels.

– Utilize call volume reports to coordinate and complete capacity planning within the call center.

– Conduct call pattern forecasting and planning to help meet service level agreements.

4. Communication and Collaboration:

– Communicate effectively with multiple levels of management to agree on each capacity plan and ensure assumptions are being met.

– Clearly communicate recommendations and guidance to senior operational leaders.

– Act as the single point of contact for the entire team and senior leaders.

5. Cost Management:

– Translate changes in capacity plans into costs and drivers.

– Communicate with Finance, HR, Training, and other relevant departments regarding Full-Time Equivalents (FTEs) per site and function.

Your profile

– Proven experience in capacity planning, workforce management, or a related area.

– Min. 3+ years operational planning experience

– Strong analytical skills with the ability to interpret historical data and financial projections. Proven data analytics skills (advanced Excel, QlikView, Qilksense) preferred

– Excellent communication skills, capable of conveying complex information to senior leaders.

– Experience in workforce management software and tools.

– Experience with understanding of IVR, ACD & other call delivery technology platforms

– Ability to work collaboratively across various departments and levels of management.

– Strong organizational skills and attention to detail.

Skills

• Strategically orientated with a focus on execution and delivery.
• Results driven and able to work under pressure.
• Excellent inter-personal skills.
• Creativity/Innovation
• Action-orientated problem-solving skills / process improvement.
• Excellent organization, planning and prioritization skills.
• Strong communication skills: demonstrating drive and enthusiasm.
• Adaptability and Cooperation
• Advanced level of English (additional languages are a plus).

Key competencies

• Manages Complexity
• Manages Ambiguity
• Plan and Aligns
• Nimble Learning
• Self-Development
• Ensures Accountability
• Drives Results
• Optimize Work processes

• Data driven

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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.