Resource Planning Analyst - Evernorth

at  The Cigna Group

The Resource Planning Analyst will work within the team to create and maintain Forecasts and Capacity Plans for the Operational teams it currently supports in our Resource Planning Command Center. This position will also work to optimize schedules through PTO planning, schedule analysis and schedule creation. Data Analysis and Reporting will be a key part of the position to determine the best needs of the business and the most optimal position to gain customer satisfaction.

As a Resource Planning Analyst you will be responsible for the following functions:

• Call and NonCall/Offline Forecasting for multiple areas of support
• Agent scheduling in Verint WFM
• Analyze call center trends, staff productivity, attrition rates, and resource allocation.
• Utilizes reports and coordinates and completes capacity planning within the function.
• Able to understand & analyze short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound work, etc.) with competing operational goals & effectively distribute resources to meet all goals simultaneously.
• Must be able to understand healthcare inventory management, forecasting, and associated staffing by multiple skills/work types
• Ensures the accuracy and timeliness of data by working time-off, schedules changes, and other WFM requests.
• Maintain PTO balances located in Verint WFM
• Update Verint with manual exceptions received via Outlook Mailboxes
• Process PTO requests, schedule change requests and other Exceptions in Verint WFM
• Real Time Analysis for all phone queues supported by Resource Planning Team
• Reporting related to business support
• Data Collection
• Analysis of Report Data
• Leading Calls with Matrix Partners
• Attendance Line Communications

QUALIFICATIONS:

• WFM experience highly preferred
• High School Diploma or GED required
• Strong communication skills
• Ability to work independently
• Self-Starter
• Detail oriented
• Must be intermediate to advanced user with Microsoft Office Excel (macro experience a plus)
• 1+ years of Contact Center Experience preferred
  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 hourly rate of 21 - 31 USD / hourly, 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.

• Call and NonCall/Offline Forecasting for multiple areas of support
• Agent scheduling in Verint WFM
• Analyze call center trends, staff productivity, attrition rates, and resource allocation.
• Utilizes reports and coordinates and completes capacity planning within the function.
• Able to understand & analyze short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound work, etc.) with competing operational goals & effectively distribute resources to meet all goals simultaneously.
• Must be able to understand healthcare inventory management, forecasting, and associated staffing by multiple skills/work types
• Ensures the accuracy and timeliness of data by working time-off, schedules changes, and other WFM requests.
• Maintain PTO balances located in Verint WFM
• Update Verint with manual exceptions received via Outlook Mailboxes
• Process PTO requests, schedule change requests and other Exceptions in Verint WFM
• Real Time Analysis for all phone queues supported by Resource Planning Team
• Reporting related to business support
• Data Collection
• Analysis of Report Data
• Leading Calls with Matrix Partners
• Attendance Line Communication