Strategic Planning and Workflow Senior Analyst

hace 3 días

Madrid, Madrid, España Cigna Health And Life Insurance A tiempo completo
About the Role

Cigna Health And Life Insurance is seeking a highly skilled Strategic Planning and Workflow Senior Analyst to join our team. As a key member of our operations team, you will play a critical role in developing and managing short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership.

Main 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.
  • Productivity Management: 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.
  • Service Level Projections: Develop projections for claims, COM inventory, and telephony service levels. Utilize call volume reports to coordinate and complete capacity planning within the call center.
  • Communication and Collaboration: Communicate effectively with multiple levels of management to agree on each capacity plan and ensure assumptions are being met.
  • Cost Management: 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.
Requirements
  • Proven experience in capacity planning, workforce management, or a related area.
  • Strong analytical skills with the ability to interpret historical data and financial projections.
  • Proven data analytics skills (advanced Excel, QlikView, Tableau...)

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