Forecasting & Capacity Planning Senior Manager - Evernorth - Remote

POSITION SUMMARY

The Forecasting & Capacity Planning Senior Manager is a leadership role that collaborates cross functionally with operational leaders and other upstream matrix partners to develop a mid and short-term volume demand forecast and Capacity Plan that positions the Contact Center for achieving service targets.

The role serves as an internal consultant to senior leaders on capacity planning issues and determines what data is useful to the stakeholders by developing metrics and designing/implementing applicable management reports.

The Forecasting and Capacity Planning Senior Manager collaborates with technology development teams regarding the selection, customization and use of systems, programs, software, and other technology tools associated with workforce planning.

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Primary Functions


* Serves as an internal consultant to operations leaders regarding the use of workforce data and analytics.


* Understands Cigna's strategic and operating plans and workforce utilization requirements.


* Considered a SME regarding demand forecasting & capacity planning methodology and associated tools and reports.


* Actively participates in and influences discussions around model requirements and design with matrix partners.


* Leads the gathering of business requirements into functional specifications to enable and support managing operating systems related to labor demand and productivity.


* Leads and influences data policy to manage and monitor data compliance for critical fields within key applications that serve as basis for accurate measurement systems.


* Develops strategy to learn an operations key business processes and applications to determine the primary sources of data to measure the operation labor demand


* Leads all aspects of new model development and ongoing evaluation


* Builds the engagement strategy to collaboratively work with stakeholders, enablers, and teams to create and deliver resource long term capacity forecasts.


* Leads strategy to develop short term resource allocation plans, and short term tactical resource mitigation action


* Develops and delivers presentations to senior executives regarding workforce dynamics and metrics that impact business outcomes


* Manage, mentor and lead a team of forecasters, planners and data analysts who develop and manage long-term and short term capacity plans

Talent and Responsibilities


* Leads the strategy to effectively project labor demand and compare it against projected labor supply by building predictive models that emulate the workflow of the operation for short-term, mid-term and long-term needs


* Set the analytic strategy to analyze historic capacity model input data, and synthesize business intelligence to build predictive labor demand forec...