Resource Planning Advisor, Capacity Planning - Evernorth - Hybrid

POSITION SUMMARY

Our Customer Service Operations team is comprised of a national footprint of internal and outsourced contact centers serving our many Members and Providers as they use their Cigna benefits.

The Resource Planning team partners with the contact center team to achieve its business goals by optimizing operational performance.This is accomplished using a shared service model with specialized Advisors who provide Demand and Capacity Planning, as well as business data insights and analytics support in order to ensure exceptional service outcomes for our members and clients.

Accurate demand forecasts are essential for managing the cost and quality of the service we provide to our customers.

As the Resource Planning Advisor, you are responsible for long range forecasting, project analysis, consolidation of actual volume and cost information and ad hoc analytical support.

The Resource Planning Advisor collaborates with finance, operations partners and others to ensure the accuracy of our financial results, variance drivers, and risk mitigation plan.

This is a high visibility role that works acrossthe contact centerleadership team.

You will require strong forecasting skills, the ability to develop effective partnerships within the team and across the organization, and the analytical expertise to independently deliver forecasting models that are both statistically sound and easily explained.

This position is in office aligned and will require the flexibility to perform onsite 3 days per week at a designated Cigna office facility.

What you will do


* Develop and manage long, medium and short range volume and capacity forecasting models.


* Monitor gap analysis related to operational and financial performance.


* Analyze customer data such as contact volume, communications, and client or internal business changes; maintain and improve inbound member call forecasting models.


* Partner with teams across the broader enterprise to understand operational processes and requirements, and to identify continuous improvement strategies.


* Leverage data and predictive analysis to clearly articulate problems and influence decisions that support the strategic direction.


* Advise senior management of potential budgetary risks and coordinate with appropriate departments to resolve gaps, output issues, or other problems.


* Ensure that month end financial close is accurate and timely, working with work stream leaders, accounting, and finance.


* Consolidate data from numerous systems into a single source of truth.


* Communicate key information across the enterprise to build awareness of volume, metrics and significant variations in performance.


* Identify and implement technology to automate and improve the forecasting process.

What you will need


* BA/BS in Finance, Accounting, Economics or similar curriculum preferred.


* 5+ years progressive experience as a business operations analyst with fore...