Operations Lead Analyst - Cigna Healthcare

Overview

Planning and Workflow Lead Analyst (Band 3 Senior Contributor) responsible for short, medium and long-term capacity planning and workforce forecasting for Cigna Healthcare's Business Excellence team.

What you'll do

• Create long, medium and short-term forecast volumes for all functions based on historical data and financial projections on membership.
• Translate operational strategy into capacity plans for inshore and offshore teams.
• Measure and plan for attrition rates, leaves of absence and headcount control within each capacity plan.
• Update work ratios and plan holiday and sickness quotas for each site and function.
• Control and set productivity targets in collaboration with Operations Managers for each function, and monitor and adjust plans to meet them.
• Develop projections for claims, COM inventory and telephony service levels.
• Utilize call volume reports to coordinate and complete capacity planning within the call center, including call pattern forecasting to help meet service level agreements.
• Communicate with multiple levels of management to agree on each capacity plan and ensure assumptions are being met.
• Clearly communicate recommendations and guidance to senior operational leaders and act as the single point of contact for the team and senior leaders.
• Translate changes in capacity plans into costs and drivers, and communicate with Finance, HR, Training and other departments regarding FTEs per site and function.

What you'll need

• Proven experience in capacity planning, workforce management, or a related area.
• Minimum 8+ years operational planning experience.
• Strong analytical skills with the ability to interpret historical data and financial projections.
• Excellent communication skills, capable of conveying complex information to senior leaders.
• Experience in workforce management software and tools.
• Experience with understanding of IVR, ACD and other call delivery technology platforms.
• Ability to work collaboratively across various departments and levels of management.
• Strong organizational skills and attention to detail.
• Advanced level of English.

Nice to have

• Proven data analytics skills (advanced Excel, QlikView, Qlik Sense).
• Additional languages.

Details

• Location: Bengaluru, India.