Resource Planning Analyst
1 month ago
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 SummaryWe 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.
- 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.
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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Hyderabad, Telangana, India Evernorth Health Services Full timeAbout Evernorth Health ServicesA division of The Cigna Group, Evernorth Health Services is a leading provider of pharmacy, care, and benefits solutions.Job Title: Resource Planning AnalystAs a key member of our operations team, you will be responsible for monitoring and analyzing call center trends, ensuring efficient distribution of resources and effective...
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