Cigna Workforce Management Lead Analyst - Express Scripts in Bloomfield, Connecticut
The Workforce Management Lead Analyst supports the Workforce Management Advisors and their overall workload. This team helps determines the staffing requirements at the thirty minute interval level for 2000 internal and external contact center agents. Having an accurate forecast ensures the call centers have the right number of people, at the right time and with the right skills the handle member interactions. Forecast accuracy helps ensure a consistent member experience, but also helps ensure Express Scripts is minimizing waste through overstaffing. Attention to detail is a must along with the ability to retain, analyze and interpret data.
RMG Forecasting assistance for the blended phone and offline group: a) FAX, Call and offline work Forecasting lead for all unique contact types and queues
Supporting role for all Short Range Forecasters and major LOBs (600k calls a week): a) shrinkage, AHT and volume forecasts for each LOB down to the 30 minute interval level for all of these inputs, system issues, projects and letter campaigns: b) updating weekly datasets to ensure models remain current
Complete ad-hoc requests with minimal direction using provided tools
Monitor daily Volume, AHT and Shrinkage forecast accuracy accordingly to insure cost and service level goal attainment
Additional duties as assigned
High school diploma or equivalent required
BA/BS degree preferred
2+ years of experience with Aspect eWFM preferred; IEX or Verint forecasting experience will also be considered
3+ years experience workforce planning analysis in an operational environment is preferred
Ability to work independently under tight deadlines required
Strong analytical and technical skills is required
High proficiency in Excel (v-lookups, pivot tables, graphs) and Powerpoint is desired
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision is required.
Ability to prioritize and meet timelines and deadlines
Problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.
Minimal travel expectations
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.