Resource Planning Senior Analyst, RTA

Job not on LinkedIn

🔥 14 hours 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

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 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, call metrics, real-time call volume, trends, staffing levels, and call queues throughout the day • Assess and implement skilling changes • Maintain employee profiles and reallocate resources for different call types • Monitor compliance with client-specific performance guarantees and notify management of issues • Provide technical support for call center, production, and phone systems within PBS • Troubleshoot issues, follow up through resolution, and maintain an issue log • Provide call center 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 required; 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 work Sunday–Thursday, 9:00am–5:30pm EST, and accommodate alternative schedules including overnight coverage • Experience with Real Time Management systems and tools, such as 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 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 with other departments to resolve complex issues • Detail-oriented • Knowledge of PBS industry/Managed care industry preferred • Home internet through cable broadband or fiber optic service with at least 10Mbps download and 5Mbps upload

🏖️ Benefits

• Annual bonus plan eligibility • Medical, vision, and dental benefits • 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 • Work-from-home arrangement