# Workforce Management Senior Supervisor

**Company**: Evernorth Health Services
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Hyderabad-India/Resource-Planning-Senior-Supervisor---HIH---Evernorth_26012909?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7f493f4c-bbb

## Description

The Workforce Management Senior Supervisor is a leadership role within Evernorth Health Services' Client and Customer Experience Workforce Management organisation. You will be accountable for Scheduling, Real Time, and Intradiem product delivery, leading a team of Resource Planning Scheduling and Real Time Analysts.

Responsibilities:

- Collaborate with Workforce and Operations Leadership Teams to provide strategic, operational, and tactical plans for resource deployment

- Lead the team to analyse call centre trends to predict staffing needs and summarise operational data for management

- Work autonomously and maintain collaborative partnerships with matrix partners, team members, and direct reports

- Exercise judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures

- Utilize in-depth professional knowledge and acumen to develop models and procedures, and to monitor trends

Scheduling Ownership:

- Lead the creation, validation, and optimisation of schedules using WFM tools

- Identify forecast-to-schedule variances and partner with Operations to implement schedule adjustments

- Conduct regular retrospective analyses of schedule effectiveness

- Oversee PTO, holiday, and shift bidding processes

Real Time Management Ownership:

- Lead the team in monitoring intraday performance against service level, ASA, occupancy, and productivity targets

- Drive proactive real-time actions including reforecasting, staffing rebalancing, OT/VTO recommendations

- Ensure timely identification and mitigation of off-production risks and opportunities

Requirements:

- High school diploma or GED required; Bachelor's degree preferred

- 5-8 years of relevant WFM experience; 3+ years relevant experience with a Bachelor's degree

- Demonstrated leadership skills; experience supervising remote staff and driving results in a virtual environment

- Strong analytical and technical skills; demonstrated knowledge of MS Office software, specifically PowerPoint and Excel

- Prior experience with Workforce Management software (Aspect, Verint, NICE, etc.)

## Skills

### Required
- Workforce Management
- Leadership
- Analytical skills
- MS Office
- PowerPoint
- Excel

### Nice to have
- Workforce planning
- Strategic thinking
- Communication
- Presentation skills
- Problem-solving skills

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Hyderabad-India/Resource-Planning-Senior-Supervisor---HIH---Evernorth_26012909?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)