Resource Planning Analyst

1 month ago


Hyderabad, Telangana, India Evernorth Health Services Full time
About Evernorth

Evernorth Health Services, a division of The Cigna Group, is a leading provider of pharmacy, care, and benefits solutions. Our mission is to improve health and increase vitality for millions of people.

Job Summary

We are seeking a highly skilled Resource Planning Analyst to join our team. As a key member of our Workforce Management team, you will be responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability.

Key Responsibilities
  • Monitor call center trends, including call volume, call patterns, staff productivity, and resource allocation.
  • Analyze data to identify areas for improvement and recommend solutions to optimize workforce productivity and resource utilization.
  • Collaborate with operations and WFM leadership to develop and implement effective capacity planning strategies.
  • Provide recommendations on capacity utilization and effectively enable the operation to meet/exceed operating objectives.
  • Interface with operations and WFM leadership regarding factors impacting performance.
Requirements
  • High school diploma or GED; bachelor's degree preferred.
  • 3+ years' experience in a contact center environment handling Workforce Management functions.
  • Knowledge of WFM tools and basic call routing strongly preferred.
  • Demonstrated understanding of call center processes and procedures.
  • Strong analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend, and implement solutions.
  • Excellent verbal and written communication skills.
What We Offer

As a valued member of our team, you will have the opportunity to work with a talented group of professionals who are passionate about improving health and increasing vitality. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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