Strategic Capacity Planner

hace 2 semanas


Zaragoza, Zaragoza, España The Cigna Group A tiempo completo
About the Role

We are looking for a skilled Planning Senior Analyst to join our Business Excellence team at Cigna Group.

Main Responsibilities:
  • Forecasting and Planning: Develop and manage short, medium, and long-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, manage headcount and productivity, and coordinate capacity planning to meet service level agreements.
  • 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.
  • 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, conduct call pattern forecasting and planning to help meet service level agreements.
  • Communication and Collaboration: 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.
  • 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.

Key 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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