Workforce Management Scheduler / Lead Analyst (BAND 3)

Overview: 

Cigna is expanding its deployment of Workforce 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.
• Lead stakeholder discussions and present workforce insights, staffing risks, scheduling recommendations, and performance trends, influencing decision-making and driving agreement on actions required to address capacity challenges and operational 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.
• Collaborate with Operations Leaders to identify staffing risks, assess business impacts, and develop mitigation strategies.
• Own scheduling performance reporting and KPI governance, analyzing trends in schedule adherence, occupancy, shrinkage, utilization, and service levels, and leading corrective action plans to address performance gaps.
• Coordinate and schedule business activities, including meetings, training programs, coaching sessions, and operational initiatives, while balancing service delivery requirements.
• Ensure workforce activities are scheduled efficiently to minimize operational disruption and maintain customer service performance.
• Maintain accurate employee schedule records within Verint and related workforce management systems, ensuring data integrity and compliance with organizational policies.
• Work closely with Workforce Planning, Operations Management, Team Leaders, Human Resources, and other stakeholders to support workforce management objectives.
• Communicate schedule updates, staffing impacts, and workforce-related changes to leadership and affected teams in a timely and effective manner.

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
• Ability to effectively communicate, both verbally and in writing with various stakeholders & across levels.
• Proactively identify and initiate change to address performance and process issues.\
• Strong ability to multi-task in a fast pace operational environment
• Proactively identify and initiate change to address performance and process issues.

QUALIFICATIONS:

• Bachelor’s degree in business administration, Finance, Operations Management, or a related field required.

• Minimum 4+ years of workforce management experience, including scheduling, forecasting, and capacity planning.
• Proven hands-on experience with Verint Workforce Management (WFM), including schedule administration, intraday management, adherence monitoring, and workforce optimization.
• Strong knowledge of workforce management principles, staffing models, scheduling methodologies, and service level management.
• Experience administering workforce management and contact center technologies, including Verint WFM, Avaya, CUIC, Cisco, or similar telephony platforms.
• Advanced proficiency in Microsoft Office applications, particularly:
  • Microsoft Excel (advanced formulas, pivot tables, reporting, and macros)
• Comprehensive understanding of workforce management functions, including forecasting, scheduling, real-time management, adherence tracking, and reporting

About The Cigna Group