Job details
Salary $55,500 - $92,500 a year job type full-time
Full job description
This position is responsible for designing, building, and delivering short range capacity plans for both demand and supply sides, using forecast inputs driven by the long range planning teamIt will utilize developed models to build a formal outlook process that will aid in identifying, in advance, excess/shortfalls in staff.
Delivering an executable short range plan is essential to strong operations performanceAs the resource planning lead analyst you are responsible for short range demand forecasting, supply forecasting and evaluation, incorporation of actual data along with long range plans into the short range modelsContinual improvement modeling on the short range plans, model variance assessments, and assisting in implementing and designing new short term functionality are also key components of the positionThe resource planning lead analyst collaborates with finance, operations partners and others to ensure the accuracy of our financial results, variance drivers, and risk mitigation planIn addition the resource planning lead analyst acts as a liaison between the long range planners and the scheduling / rta teams within workforce management.
Responsibilities include identifying, reengineering, and implementing capacity planning and forecasting outlook improvements to optimize business outcomes, operational efficiencies, and improve costThis position will possess strong project management, interpersonal skills and exhibit initiative and intuitive thinkingFrequently involved in matters that require solutions based on complex analytical thoughtImprove processes and utilize tools that create the ability to tell the story in an effective wayIn working with our matrix partners, this position is also responsible for ensuring that workforce management outcomes enable proactive accurate and timely business decisions, and provides transparency into what levers can be pulled to maximize opportunities with the excess/shortfalls in staffAs an organization this will result in better planning models to make sound decisions, which ultimately leads to better operating expense outcomes and better service to our customers.
Essential functions
Encompass a thorough understanding of contact center forecasting and capacity planning from both a short-range and long-range perspective.
Analytical expertise to deliver short-range forecasting models at weekly, daily, and interval levels that are both statistically sound and easily explained.
In depth analysis of forecast assumptions versus actual performance to determine root cause changes in predicted weekly, daily, and/or interval demand.
Partner with teams across the broader enterprise to understand operational processes and requirements, and to identify continuous improvement opportunities.
Leverage data to perform thorough impact assessments to then be able to produce predictive analysis to clearly articulate problems and influence decisions that support the strategic direction.
Ability to work with minimal supervision, prioritize work, goal setting, and capable of completing work against tight deadlines.
Ability to build effective partnerships with both internal stakeholders and vendors across all levels of leadership.
Ability to perform ad-hoc analysis in response to capacity-related inquiries from matrix partners.
Strong team player that is able to collaborate across all functions of workforce management.
Strong communicator in open forumsThis role may come to lead short-range forecasting touch points - leveraging knowledge and insights to provide thoughts, concerns, and recommendations to matrix partners.
Qualifications
Ba/bs in finance, accounting, economics, business administration, or related field preferred.
3+ years of progressive experience in advanced data analysis with experience developing forecasting models.
Experience with resource planning tools and workforce management software.
Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization.
Demonstrates advanced presentation skills with the ability “tell the story” in a cohesive manner based on data analysis, and ensure understanding of information and processes across different audiences.
Strong relationship building and leadership skills to collaborate with multiple matrix partners to help the organization understand forecasted and actual work volumes, productivity rates, and staffing levels.
Advanced problem solving skills with the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.
For this position, we anticipate offering an annual salary of $55,500 - $92,500, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
Helping our customers achieve healthier, more secure lives is at the heart of what we doWhile you take care of our customers, we’ll take care of you through a comprehensive benefits program that helps you be at your bestStarting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and best in class well-being and behavioral health programsWe 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 dozens of corporate discounts on essentials you use every dayFor more details on our employee benefits programs, please visit the “life at cigna” tab on our careersite: www.cigna.com/careers
About evernorth
Evernorth, cigna corporation’s health services segment, exists to elevate health for allWe`re building on our legacy and redefining health care as we know itUnbiased in how we think, we create without limitationWe partner without constraints, deliver value differently and act in the interest of humanitySolving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upwardWhen you work with us, you’ll be empowered to solve the problems others don’t, won’t or can’tJoin usWhat difference will you make?
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: seeyourself@cigna.com for supportDo not email seeyourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
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