Resource Planning Advisor, Forecasting - Evernorth - Remote

POSITION SUMMARY

Our Health Services Organization is comprised of a national network of wholly-owned home delivery pharmacies and patient care contact centers.

The Resource Management team helps the contact center team achieve its business goals by optimizing operational performance.

This is accomplished using a shared service model with specialized advisors who provide 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 across the contact center leadership team.

The position requires good forecasting skills, the ability to develop effective partnerships within the team and across the organization, and the analytical expertise to deliver forecasting models that are both statistically sound and easily explained.

Candidates who reside within 50 miles of the following locations will require the flexibility to perform onsite 3 days per week: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

What you will do


* Developing and managing long range volume and expense forecasting models and monitoring operational 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 workstream 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 related field preferred


* 5+ years progressive workforce planning experience in contact center environment preferred- long/mid/short range forecasting, RTA, capacity planning, scheduling, etc.


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