Operations Senior Analyst - Cigna Healthcare

Overview

Workforce Management Scheduler / Senior Analyst (Band 3) responsible for developing, maintaining and optimizing schedules and workforce capacity within Verint WFM for Cigna Healthcare operations.

What you'll do

• 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.
• 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.
• 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.

What you'll need

• Bachelor's degree in business administration, Finance, Operations Management, or a related field required.
• Minimum 3+ 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 Excel (advanced formulas, pivot tables, reporting, and macros).
• Comprehensive understanding of workforce management functions, including forecasting, scheduling, real-time management, adherence tracking, and reporting.
• Manage relationships with business operations, finance and stakeholders.
• 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 and across levels.
• Proactively identify and initiate change to address performance and process issues.

Details

• Location: Bengaluru, India.
• Cigna offers competitive compensation and comprehensive benefits, including health and wellness benefits, work/life balance programs, and opportunities for career growth and development.