POSITION SUMMARY

The Resource Planning Senior Analyst is primarily responsible for collaborating with the Resource Management Team, Market Directors, and Managers to execute the daily and weekly calling strategies based on forecasted volumes, offline needs, attendance, and any other business obligations we need to fulfill. We provide a balanced and level loaded skilling plan based upon demand and capacity analysis. This position monitors systems and call metrics throughout the day and makes changes to campaign resource allocations to ensure service level attainment.

What you will do

• Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for skilling changes. Maintain employee profiles and reallocate resources to accommodate different types of calls. Monitor all call queues to ensure meeting metrics.
• Monitor compliance to client-specific performance guarantees, adjust skilling accordingly and notify management of problems as soon as possible.
• Serve as a technical support for systems and phone problems within PBS. Troubleshoot call center system, production systems, or phone problems. Follow-up on issues until resolved and maintain issue log.
• Provide reports to call center management on call trends, productivity, and service levels. Run ad hoc reports as requested.
• Communicate performance and scheduling updates at Daily Production Meetings.
• Respond to incoming requests to the Wrike platform within 24 hours.
• Additional duties as assigned.

What you will need

• High school diploma or GED; Bachelor's degree preferred
• At least 1 year of experience in resource management / workforce planning required
• 2 years’ experience in a call center environment
• Willingness to accommodate required work schedule of Sunday-Thursday 9:00am - 5:30pm EST; with ability to accommodate alternative schedules as needed for team PTO coverage, including overnight
• Experience with Real Time Management systems and tools- i.e., Verint, Amazon Connect, or similar
• Knowledge of Microsoft Office software
• Knowledge of Express Scripts call center systems and platforms preferred
• Demonstrated understanding of call center processes and procedures
• Excellent communication (oral and written), presentation and facilitation skills
• Ability to adapt in a dynamic work environment and make independent decisions
• Demonstrated ability to handle multiple projects simultaneously and prioritize workload
• Advanced problem-solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions, detail oriented
• Knowledge of PBS industry/Managed care industry preferred

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 52,100 - 86,900 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.