Real Time Analyst / Workforce Operations Analyst (BAND 3)
Overview:
Cigna is expanding its deployment of Workforce/ Resource Management and Capacity Planning across the business as we fulfill our customer-centric mission to help the people we serve improve their health and well-being. The Planning & Insight team determines the appropriate staffing/ resources needed to meet our customers’ expectations and within key business targets. The team must possess the ability to visualize, articulate, and solve complex and complicated business problems and identify opportunities for innovation for our global verticals including employer segments, medical cost management, finance, and service operations. These businesses are aligned under our health improvement to drive affordability and customer experience strategies; all with the common goal of identifying what works best – personalized for our customers.
In this role, Real time analyst will be responsible for overseeing the real-time operations to make sure metric targets especially service level goals are met.



The role spans a diverse range of tasks to enhance productivity and proficiently manage staff across various areas. These include real-time monitoring and adherence, data analysis, team collaboration, training and development, compliance, technology integration, performance evaluation, and problem resolution.
RESPONSIBILITIES:
Serve as a subject matter expert in Real-Time Management (RTM), monitoring operational performance, identifying emerging trends, and providing actionable insights to optimize productivity, service levels, and overall business effectiveness.
Manage real-time workload distribution, queue balancing, adherence monitoring, and resource allocation in partnership with Operations teams to ensure optimal utilization and SLA achievement.
Develop, maintain, and enhance operational dashboards, scorecards, and reporting solutions, delivering timely workforce insights, KPI analysis, and data-driven recommend

📌 Operations Senior Analyst- Real time Management (Bengaluru)
🏢 Cigna Healthcare
📍 Bengaluru