Resource Planning Senior Supervisor - HIH - Evernorth

Overview

Leads a team of Resource Planning Scheduling and Real Time Analysts within Cigna's Client and Customer Experience Workforce Management organization, owning scheduling, real-time and Intradiem product delivery across multiple lines of business.

What you'll do

• Collaborate with Workforce and Operations Leadership Teams to provide strategic, operational, and tactical plans for resource deployment.
• Lead the team to analyze call center trends to predict staffing needs and summarize operational data for management.
• Work autonomously and maintain collaborative partnerships with matrix partners, team members, and direct reports.
• Exercise judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures.
• Utilize in-depth professional knowledge to develop models and procedures, and to monitor trends.
• Lead operational efficiencies by driving partnership across the Enterprise Workforce Team, providing best-in-class service to stakeholders and customers.
• Cultivate a high-performing team culture through regular coaching, skill development, and career growth opportunities.
• Drive business development within the Workforce organization by identifying capability gaps and championing process and tool enhancements.
• Provide strong people leadership through clear performance expectations, ongoing feedback, and talent development strategies.
• Drive consistent quality and operational excellence by monitoring workflow accuracy and implementing regular quality checks.
• Lead the creation, validation, and optimization of schedules using WFM tools, aligned to forecasted volume, AHT, shrinkage, and service level targets.
• Identify forecast-to-schedule variances and partner with Operations to implement schedule adjustments balancing cost efficiency and service delivery.
• Conduct regular retrospective analyses of schedule effectiveness, identifying gaps, risks, and opportunities for improved coverage and flexibility.
• Oversee PTO, holiday, and shift bidding processes, seasonal schedule offers and observed/non-observed holiday scheduling strategies.
• Coordinate training, meetings, and offline activities within schedules to protect service level attainment.
• Serve as the central scheduling point of contact for multiple lines of business within Service Operations.
• Develop and maintain SOPs related to scheduling processes, ensuring continuous improvement and standardization.
• Lead the team in monitoring intraday performance against service level, ASA, occupancy, and productivity targets.
• Drive proactive real-time actions including reforecasting, staffing rebalancing, OT/VTO recommendations, skill set adjustments, and intraday schedule changes.
• Identify and mitigate off-production risks and opportunities in a timely manner.
• Oversee the execution and delivery of off-production events using Intradiem or equivalent tools.
• Establish and enforce real-time governance, thresholds, and escalation protocols.
• Provide accurate, transparent, and timely intraday communications to Operations and Workforce Leadership.
• Perform other duties as assigned.

What you'll need

• High school diploma or GED required.
• 5–8 years of relevant WFM experience.
• Demonstrated leadership skills; experience supervising remote staff and driving results in a virtual environment.
• Bachelor's degree preferred, with 3+ years relevant experience.

Nice to have

• Workforce planning experience in an operations environment.
• Strong analytical and technical skills.
• Demonstrated knowledge of MS Office software, specifically PowerPoint and Excel.
• Prior experience with Workforce Management software (Aspect, Verint, NICE, etc.).
• Strategic thinking, communication, and presentation skills.
• Proven ability to perform in-depth data analysis and present insights clearly.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions with minimal supervision.
• Ability to prioritize and meet deadlines.
• Advanced problem-solving skills and ability to work collaboratively with other departments to resolve complex issues with innovative solutions.