Operations Lead Analyst

hace 3 semanas

Azuqueca De Henares, España Cigna A tiempo completo

Cigna Healthcare is seeking for a Workforce Management Lead, if you think you can p rovide advanced professional input to complex Operations Management and support/provide direction to more junior professionals who work autonomously, only requiring “expert” level technical support from others, we are looking for you. Main duties:

- Create long/medium
- and short-term forecast for all the functions based on historical data and finance projections on membership. Translate ops strategy into the capacity plans (Inshore and Offshore) and translate changes into costs and drivers.
- Able to devise detailed resource optimization plans in a multi-site, multiple networks, multiple lines of business, decentralized environment and implement the same on capacity models/tools.
- Must be able to understand healthcare claims inventory management, forecasting, and associated staffing by multiple skills/work types.
- Able to understand & analyze short
- and long-term staffing plans incorporating multiple work types (i.e., inbound, outbound, back-office work, etc.).
- Under general direction, analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Provides assistance to lower-level traffic and scheduling staff, monitors inbound call traffic and ensures efficient distribution based on staff availability while ensuring customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning within the call center. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Maintains frequent contact with other departments when outages occur, and calls must be redirected. Also requires knowledge of call center’s staffing availability and call volumes.
- Must understand IVR, ACD & other call delivery technology platforms.
- Contribute to or develop complete, realistic, and achievable plans to drive project to successful implementation (on time, within budget and meeting Customer needs) of new models.
- Strong ability to multi-task in a fast pace operational environment.
- HC management: Measure and plan attrition rates, and LOAs as well as control the current Headcount in each cap plan
- Update at work ratios and plan holidays/Sickness quotas for each site/function.
- Productivity: Control and Set up targets with Ops managers about productivity in each function.
- Must be the single point of contact for the entire team and Senior Leaders.
- Must be able to clearly communicate recommendations & guidance in a client-based relationship to senior operational leaders.
- Communicate to Finance/HR/Training/IT FTEs per site and function.
- Must be able to effectively drive requirements, discipline, and results with local and remote teams.
- Must be able to consolidate staffing requirements for multiple units and projects in the organization into a global staffing model.

About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

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