Senior Capacity Planner
hace 2 semanas
We are seeking a highly skilled Senior Capacity Planner to join our Business Excellence team at The Cigna Group. As a key member of our team, you will be responsible for developing and managing short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership.
This role requires a strong analytical mindset, excellent communication skills, and the ability to work collaboratively across various departments and levels of management. If you have a proven track record in capacity planning, workforce management, or a related area, we encourage you to apply.
Key Responsibilities- Forecasting and Planning:
- Create long, medium, and short-term forecast volumes for all functions based on historical data and financial projections on membership.
- Translate operational strategy into capacity plans for inshore and offshore teams.
- Measure and plan for attrition rates, leaves of absence, and headcount control within each capacity plan.
- Update work ratios and plan holiday/sickness quotas for each site and function.
- Control and set productivity targets in collaboration with Operations Managers for each function.
- Monitor and ensure targets are met, adjusting plans as necessary to maintain efficiency.
- Develop projections for claims, COM inventory, and telephony service levels.
- Utilize call volume reports to coordinate and complete capacity planning within the call center.
- Conduct call pattern forecasting and planning to help meet service level agreements.
- Communicate effectively with multiple levels of management to agree on each capacity plan and ensure assumptions are being met.
- Clearly communicate recommendations and guidance to senior operational leaders.
- Act as the single point of contact for the entire team and senior leaders.
- Translate changes in capacity plans into costs and drivers.
- Communicate with Finance, HR, Training, and other relevant departments regarding Full-Time Equivalents (FTEs) per site and function.
- Proven experience in capacity planning, workforce management, or a related area.
- Strong analytical skills with the ability to interpret historical data and financial projections.
- Excellent communication skills, capable of conveying complex information to senior leaders.
- Experience in workforce management software and tools.
- Ability to work collaboratively across various departments and levels of management.
- Strong organizational skills and attention to detail.
- Contract: Permanent
- Environment: Multicultural working environment
- Hybrid working: Enjoy working from the comfort of your home 3 days per week and 2 days from our office.
- The official schedule will be Monday to Thursday from 8.00 to 17:00 and Friday from 8.00 to 15.
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.
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