Operations Senior Analyst - Cigna Healthcare
BengaluruFull-time3–6 yrsPosted over a month ago
Mid-level operations role at The Cigna Group in Bengaluru. Needs 3+ years and a B.Com or BBA.
About the role
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.
What you'll do
- Develop, maintain, and optimize weekly, monthly, and intraday schedules within Verint Workforce Management (WFM) based on forecasted workload, staffing plans
- Manage schedule modifications to address changing operational demands, volume fluctuations, employee availability, and business priorities
- 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
What you need
- Excel
- Reporting
- MS Office
- VBA
- Customer service