Workforce Management Scheduler / 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:
• Develop, maintain, and optimize weekly, monthly, and intraday schedules within Verint Workforce Management (WFM) based on forecasted workload, staffing plans,



and business requirements.
• Manage schedule modifications to address changing operational demands, volume fluctuations, employee availability, and business priorities.
• Configure and maintain shift patterns, break schedules, meetings, training sessions, coaching activities, and paid time-off allocations within the WFM system.
• Perform workload distribution and queue management activities to maximize service levels, operational efficiency, and workforce productivity.
• Monitor schedule adherence, staffing utilization, and schedule effectiveness, proactively identifying opportunities for improvement.
• Analyze staffing coverage and identify resource gaps, recommending and implementing corrective actions such as overtime, schedule adjustments, shift swaps, or resource reallocation.
• Partner with Real-Time Management teams to support intraday operations and ensure optimal workforce deployment.
• Col

📌 Operations Senior Analyst (India)
🏢 The Cigna Group
📍 India