Senior Capacity Planner

hace 4 días

Madrid, Madrid, España The Cigna Group A tiempo completo

About the Role

Cigna Healthcare, a division of The Cigna Group, is seeking a highly skilled Senior Capacity Planner to join our Business Excellence team. 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.

Main Responsibilities

1. 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.

2. 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.

3. 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.

Conduct call pattern forecasting and planning to help meet service level agreements.

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 ...).

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.

What We Offer

Cigna Healthcare offers a dynamic and multicultural working environment, with a hybrid working arrangement that allows for a balance of remote and office work. We are committed to supporting our employees' growth and development, and we offer a range of benefits and opportunities for professional advancement.

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