Operations Senior Analyst - Cigna Healthcare

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

• 3–6 yrs of experience
• Excel
• Reporting
• MS Office
• VBA
• Customer service
• B.Com or BBA