Resource Planning and Capacity Optimization Specialist

2 hours ago

Hyderabad, Telangana, India Evernorth Health Services Full time

About Evernorth Health Services

A division of The Cigna Group, Evernorth Health Services is a leading provider of pharmacy, care, and benefits solutions.

Job Title: Resource Planning Analyst

As 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 capacity planning. You will utilize your analytical skills to evaluate data, identify areas for improvement, and implement solutions to optimize workforce productivity and efficiency.

Key Responsibilities:

  • Provide recommendations on capacity utilization and resource allocation to ensure efficient operation and meet/exceed operating objectives.
  • Monitor and optimize call distribution, product routing, priority levels, and load balancing to achieve excellent customer service levels.
  • Collaborate with operations and WFM leadership to address factors impacting performance and implement corrective actions.
  • Display high levels of operational focus, professionalism, and engagement, and foster a positive team environment.
  • Communicate effectively and persuasively with individuals, groups, or work teams to explain technical issues and provide guidance.

Requirements:

  • High school diploma or GED; bachelor's degree preferred.
  • Minimum 3+ years of experience in a contact center environment handling WFM functions, with strong analytical and technical skills.
  • Knowledge of WFM tools and basic call routing strongly preferred.
  • Excellent verbal and written communication skills, with the ability to communicate complex technical information effectively.
  • Strong analytical skills with the ability to analyze data, evaluate problems/opportunities, and implement solutions.

Evernorth Health Services is committed to creating a workplace culture that values diversity, inclusion, and collaboration. We offer a dynamic and challenging work environment with opportunities for growth and professional development.

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