Resource Planning Senior Analyst, RTA - Evernorth - Remote

The Cigna Group

3d•$52,100 - $86,900•Remote

About The Position

The Resource Planning Senior Analyst collaborates with the Resource Management Team, Market Directors, and Managers to execute daily and weekly calling strategies based on forecasted volumes, offline needs, attendance, and other business obligations. The role develops balanced, level-loaded skilling plans based on demand and capacity analysis, monitors systems and call metrics throughout the day, and adjusts campaign resource allocations to help attain service levels. The position also provides technical support for systems and phone issues, prepares call center reports, communicates performance and scheduling updates, and responds to requests submitted through the Wrike platform. The stated schedule is Sunday through Thursday, 9:00 a.m. to 5:30 p.m. EST, with the ability to accommodate alternative schedules, including overnight, for team PTO coverage. Remote work requires cable broadband or fiber internet with speeds of at least 10 Mbps download and 5 Mbps upload. The anticipated annual salary range is $52,100–$86,900, depending on relevant factors such as experience and geographic location. The role is anticipated to be eligible for an annual bonus plan.

Requirements

High school diploma or GED.
At least 1 year of experience in resource management or workforce planning.
2 years of experience in a call center environment.
Willingness to work Sunday through Thursday, 9:00 a.m. to 5:30 p.m. EST, and accommodate alternative schedules as needed for team PTO coverage, including overnight.
Experience with real-time management systems and tools, such as Verint, Amazon Connect, or similar.
Knowledge of Microsoft Office software.
Demonstrated understanding of call center processes and procedures.
Excellent oral and written communication, presentation, and facilitation skills.
Ability to adapt in a dynamic work environment and make independent decisions.
Demonstrated ability to handle multiple projects simultaneously and prioritize workload.
Advanced problem-solving skills; ability to collaborate with other departments to resolve complex issues with innovative solutions; attention to detail.
For remote work, cable broadband or fiber-optic internet service with speeds of at least 10 Mbps download and 5 Mbps upload.

Nice To Haves

Bachelor's degree preferred.
Knowledge of Express Scripts call center systems and platforms preferred.
Knowledge of the PBS industry or managed care industry preferred.

Responsibilities

Track real-time call volume and trends, monitor staffing levels, and assess the need for skilling changes.
Maintain employee profiles and reallocate resources to accommodate different types of calls.
Monitor call queues to help ensure metrics are met.
Monitor compliance with client-specific performance guarantees, adjust skilling, and promptly notify management of problems.
Provide technical support for systems and phone problems within PBS; troubleshoot call center systems, production systems, or phone problems; follow issues through resolution and maintain an issue log.
Provide call center management with reports on call trends, productivity, and service levels, and run ad hoc reports as requested.
Communicate performance and scheduling updates at Daily Production Meetings.
Respond to incoming Wrike platform requests within 24 hours.
Perform additional duties as assigned.