# Operations Lead Analyst - Cigna Healthcare

**Company**: Cigna
**Location**: Bengaluru, India
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/Operations-Lead-Analyst--Planning_26009449?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8366ddd3-19a

## Description

We are seeking an Operations Lead Analyst to join our Business Excellence team at Cigna Healthcare. As a Senior Analyst, you will be responsible for developing and managing short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership.

**Main Responsibilities:**

- Forecasting and Planning:

- Create long, medium, and short-term forecast volumes for all functions based on historical data and financial projections on membership.

- Translate operational strategy into capacity plans for inshore and offshore teams.

- Measure and plan for attrition rates, leaves of absence, and headcount control within each capacity plan.

- Update work ratios and plan holiday/sickness quotas for each site and function.

- Productivity Management:

- Control and set productivity targets in collaboration with Operations Managers for each function.

- Monitor and ensure targets are met, adjusting plans as necessary to maintain efficiency.

- Service Level Projections:

- Develop projections for claims, COM inventory, and telephony service levels.

- Utilize call volume reports to coordinate and complete capacity planning within the call center.

- Conduct call pattern forecasting and planning to help meet service level agreements.

- Communication and Collaboration:

- Communicate effectively with multiple levels of management to agree on each capacity plan and ensure assumptions are being met.

- Clearly communicate recommendations and guidance to senior operational leaders.

- Act as the single point of contact for the entire team and senior leaders.

- Cost Management:

- Translate changes in capacity plans into costs and drivers.

- Communicate with Finance, HR, Training, and other relevant departments regarding Full-Time Equivalents (FTEs) per site and function.

**Requirements:**

- Proven experience in capacity planning, workforce management, or a related area.

- Minimum 3+ years operational planning experience.

- Strong analytical skills with the ability to interpret historical data and financial projections.

- Excellent communication skills, capable of conveying complex information to senior leaders.

- Experience in workforce management software and tools.

- Experience with understanding of IVR, ACD & other call delivery technology platforms.

- Ability to work collaboratively across various departments and levels of management.

- Strong organizational skills and attention to detail.

## Skills

### Required
- capacity planning
- workforce management
- analytical skills
- communication skills
- IVR
- ACD

### Nice to have
- data analytics
- QlikView
- Qilksense
- additional languages

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/Operations-Lead-Analyst--Planning_26009449?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)