Operation Lead Analyst Job at The Cigna Group (Bengaluru)

Job Description

Cigna is expanding its deployment of Workforce/ Resource Management and Capacity Planning across the business as we fulfill our customer-centric mission to help the people we serve improve their health and well-being. The Planning& Insight team determines the appropriate staffing/ resources needed to meet our customers’ expectations and within key business targets. The team must possess the ability to visualize, articulate, and solve complex and complicated business problems and identify opportunities for innovation for our global verticals including employer segments, medical cost management, finance, and service operations. These businesses are aligned under our health improvement to drive affordability and customer experience strategies; all with the common goal of identifying what works best – personalized for our customers.

Job Responsibility

Able to devise detailed resource optimization plans in a multi-site, multiple networks, multiple lines of business & heavily decentralized environment and implement the same on capacity models/tools
Under general direction, analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Provides assistance to lower level traffic and scheduling staff, monitors inbound call traffic and ensures efficient distribution based on staff availability while ensuring customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning within the call center. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Maintains frequent contact with other departments when outages occur and calls must be redirected. Also requires knowledge of call center's staffing availability and call volumes
Able to understand & analyze short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound, back office work, etc) with competing operational goals & effectively distribute resources to meet all goals simultaneously
Ensures the accuracy and timeliness of data by working time-off, schedules changes, and other WFM requests
Must have an understanding of IVR, ACD & other call delivery technology platforms
Works collaboratively with stakeholders, Departments /function and teams to create and deliver resource capacity forecasts
Manage relationships with business operations , finance and Manage workload assignments across environment achieving optimal performance
Contribute to or develop complete, realistic and achievable plans to drive project to successful implementation (on time, within budget and meeting Customer needs) of new predictive models
Strong ability to multi-task in a fast pace operational environment
Must be able to understand healthcare claims inventory management, forecasting, and associated staffing by multiple skills/work types
Must be able to clearly communicate recommendations & guidance in a client based relationship to senior operational leaders.
Must be able to communicate with multiple levels of management
Must be able to effectively drive requirements, discipline and results with local and remote (unit and enterprise) teams.
Must be able to consolidate staffing requirements for multiple units and projects in the organization into a global staffing model.
Work closely with Finance and Operations to transform the capacity plans into quarterly and yearly Fiscal Road Maps
Analyzing performance data identifying ways of improvement
Proactively identify and initiate change to address performance and process issues.

Requirements

Graduation in Business Administration, Finance or equivalent required
8+ years of experience with Min. 3+ years operational planning experience including scheduling and forecasting
Knowledge & experience with administering any WFM software, Avaya, CUIC or Cisco Phone System
Polished presentation Skills
Proficient in Microsoft Office, including but not limited: Expert in Excel, macros, formulas
MS Access
Strategic staffing and capacity management experience for a global corporation
Experience partnering closely with Finance team & Operations team
Ability to organize workflow of other analysts
interact with partners
develop reporting
Proficient in all aspects of daily workforce management duties
Good verbal and written communications skills and the ability to work effectively in a virtual team environment

What we offer

health and wellness benefits
work/life balance programs
opportunities for career growth and development

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Operation Lead Analyst

Job Description

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