Senior Resource Planning Analyst

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $52.1k - $86.9k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛡️ Insurance

Healthcare • Insurance

The Cigna Group is a global health services company that provides medical, dental, pharmacy, behavioral and supplemental insurance products and benefits to individuals, families, employers, brokers, providers and Medicare beneficiaries. It offers employer-sponsored group plans, individual and family plans (including Open Enrollment offerings), Medicare, international health insurance covering more than 200 countries, and digital member services through the myCigna platform (including telehealth and claims management). Its products are delivered through operating subsidiaries such as Cigna Health and Life Insurance Company and other regional affiliates.

📋 Description

• Collaborate with the Resource Management Team, Market Directors, and Managers to execute daily and weekly calling strategies • Develop balanced, level-loaded skilling plans based on demand and capacity analysis • Monitor systems and call metrics throughout the day and adjust campaign resource allocations to attain service levels • Track real-time call volume and trends, monitor staffing levels, and assess skilling changes • Maintain employee profiles and reallocate resources for different call types • Monitor call queues and client-specific performance guarantees • Adjust skilling and notify management of performance problems • Provide technical support for systems and phone problems within PBS • Troubleshoot call center, production, and phone systems; follow up until resolution and maintain an issue log • Provide management reports on call trends, productivity, and service levels • Run ad hoc reports • Communicate performance and scheduling updates at Daily Production Meetings • Respond to incoming Wrike platform requests within 24 hours • Perform additional duties as assigned

🎯 Requirements

• High school diploma or GED; Bachelor's degree preferred • At least 1 year of experience in resource management/workforce planning • 2 years’ experience in a call center environment • Willingness to work Sunday–Thursday, 9:00am–5:30pm EST, and accommodate alternative schedules including overnight for team PTO coverage • Experience with real-time management systems and tools, such as Verint or Amazon Connect • Knowledge of Microsoft Office software • Knowledge of Express Scripts call center systems and platforms preferred • Understanding of call center processes and procedures • Excellent oral and written communication, presentation, and facilitation skills • Ability to adapt in a dynamic work environment and make independent decisions • Ability to handle multiple projects simultaneously and prioritize workload • Advanced problem-solving skills and ability to collaborate across departments to resolve complex issues • Detail-oriented approach • Knowledge of the PBS industry/managed care industry preferred

🏖️ Benefits

• Annual bonus plan eligibility • Medical insurance • Vision insurance • Dental insurance • Well-being and behavioral health programs • 401(k) • Company-paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence • Remote work arrangement (home internet required via cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload)