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.