Job Information

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.

Primary Functions

  • 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

Key Competencies

  • 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

About Cigna

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.