Capacity Planner / Workforce Operations Senior 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.

RESPONSIBILITIES:

- Must be able to understand forecasting, and associated staffing by multiple skills/work types
- 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.
- 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
- Ability to effectively communicate, both verbally and in writing with various stakeholders & across levels.
- Able to devise detailed resource optimization plans and implement the same on capacity models/tools.




- Under general direction, analyzes 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 long term staffing plans incorporating multiple work types (i.e. inbound, outbound, back office 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.

Competencies:

- Manage relationships with business operations, finance and Manage workload assignments across environment achieving optimal performance
- Strong ability to multi-task in a fast pace operational environment
- Must be able to communicate effectively with multiple levels of management
- Proactively identify and initiate change to address performance and process issues.
- Works collaboratively with stakeholders, Departments /function and teams to create and deliver resource capacity forecasts.




- Solid ability to multi-task in a fast pace operational environment
- Proactively identify and initiate change to address performance and process issues.

QUALIFICATIONS:

- Graduation in Business Administration, Finance or equivalent required
- Min.1 to 3 years of operational planning experience including scheduling and forecasting
- Proficient in Microsoft Office, including but not limited:
- Skilled in Excel
- MS Access preferred

- Polished presentation Skills
- Experience partnering closely with Finance team & Operations team
- Good verbal and written communications skills and the ability to work effectively in a virtual team environment.
- Clinical Healthcare planning experience would be beneficial
- Knowledge on administering any WFM software, Avaya, CUIC or Cisco Phone System will be useful

CIGNA offers a competitive compensation and comprehensive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, as well as opportunities for career growth and development.

We encourage you to complete all questions on the candidate profile if you wish to be considered for this opportunity.

CIGNA is an Equal Opportunity Employer

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.

📌 Operations Senior Analyst- Planning (Bengaluru)
🏢 The Cigna Group
📍 Bengaluru