Wfm Performance Analyst

hace 4 días

Madrid, España Cigna A tiempo completo

Cigna Healthcare is seeking for a WFM Analyst, if you are a highly motivated and skilled workforce management analyst you can join our team and help us optimize WFM strategies.

WFM PERFORMANCE ANALYST
- Reporting to the WFM Manager, the WFM Analyst will collaborate with Operations, BI and HR to support the delivery of Long term Planning.
- Must be able to understand Headcount Management process and continuously update HC reporting, paying attention to detail.
- Ensures that all data is ready to build the models, also ensure projects are completed within committed time/budget and are integrated with other related projects and initiatives.
- Converts business requirements into functional specifications to enable and support productivity.
- Actively participates in and influences discussions around reporting requirements and designs with matrix partners.
- Experience with large enterprise business operations and planning; ability to support all aspects of planning.
- Works collaboratively with stakeholders, enablers, and teams to support and deliver resource capacity forecasts.
- Performs second level problem determination using monitoring and data collection tools in capacity related disciplines.
- Analyses performance data identifying ways of improvement.
- Producing ad hoc resource usage reports and analysis.
- Must be able to clearly communicate recommendations to SV and Sr SV
- Ability to effectively communicate with various stakeholders &across levels.
- Ensures the accuracy and timeliness of WFM requests.
- Utilizes call volumes reports and coordinates and completes Intraday Analysis within the call centre.
- Also requires knowledge of call centre’s staffing availability and call volumes.
- Ability to multitask.

QUALIFICATIONS

(1) Graduate Studies desired or equivalent work experience.

(2) 1 year of planning experience/knowledge including scheduling and forecasting preferred.
(3) Knowledge & experience with administering AVAYA CMS Reporting and vectoring understanding. Controls Agents Productivity
- (4) Proficient in Microsoft Office is a must, mainly Excel. Knowledge will be proven with a test during the recruitment process.
(5) Good verbal and written communications skills

(6) Work effectively in a virtual team environment

(7) Preferred experience working with a WFM tool

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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