Job Description

POSITION SUMMARY

The Verint Capacity Planning Advisor is responsible for the accuracy of supplier capacity forecasts, supplier headcount planning and reporting of supplier performance against stated goals in KPI metrics such as ASA, AHT, productivity, attrition, on-shore vs. off-shore and the respective staffing requirements down to the appropriate granular level.

Actively collaborate with forecasting counterparts, contact center site leaders and supplier partners to review performance, validate plans and drive accountability where appropriate to improve the net staffing position. The role will also be responsible for providing strategic direction on how to best leverage supplier staff going forward.

Understands skill sets, staff tenure, ramp time, and up-training requirements across functions and their impacts to resource needs, and is able to provide direction and solutions on how best to use staff in both excess and shortfall situations. Consistently ties recommendations to the respective budget and financial impacts to the organization.

This position is responsible for identifying operational efficiencies and improve cost margins by driving performance with suppliers. Responsible for ensuring that our Workforce Management outcomes enable proactive, accurate and timely business decisions, and provides transparency into what levers can be pulled to maximize opportunity with the excess/shortfalls in staff (barrier time, attainment, etc.). As an enterprise, this will result in tighter actual-to-forecast variances, which ultimately leads to better operating expense outcomes.

This position will require the flexibility to be based onsite 2-3 days per week at a designated Cigna facility.

Primary Functions

• Requires solution-based strategic thinking to enable the business to operate as lean as possible without sacrificing quality or risking metric results.
• Complete monthly production cycle and analysis \xe2\x80\x93 reviewing and trending actuals; analyzing historical data and applying decision making skills to generate the most appropriate staffing forecast (takes into consideration excess/shortfall results and how best to leverage these to maximize financial position for the organization).
• Support periodic capacity planning reengineering projects \xe2\x80\x93 improve existing models to allow for more effective business decisions regarding overall capacity; leverage business knowledge and relationships with functional leads to provide recommendations on how best to improve the modeling capabilities.
• Lead monthly operating reviews with functional leads and other key matrix partners \xe2\x80\x93 communicate monthly results and the respective impact to the forecast; review recommendations on how best to utilize excess/shortfall positions and provide recommendations on adjustments needed to the forecast.
• Lead capacity support meetings \xe2\x80\x93 hiring plans, inventory review, and short-term touch points \xe2\x80\x93 leveraging capacity knowledge to bring any thoughts, concerns or recommendations to the table; challenge, when appropriate.
• Perform ad-hoc analyses to respond to capacity-related questions from matrix partners.
• Peer lead and share best practices with other members of the team, mentor more junior level peers across the organization.

Key Qualifications

• Bachelor\xe2\x80\x99s degree preferred.
• Demonstrated understanding of call/contact center processes and procedures.
• At least 5 years\xe2\x80\x99 experience capacity planning in a call/contact center environment.
• Demonstrated leadership capabilities; success managing relationships with internal and external stakeholders and partners.
• Advanced proficiency using Excel and relevant workforce management systems and tools; experience with Verint software preferred.
• Experience with MS Access, SQL preferred.
• Exceptional communication (oral and written) and facilitation skills.
• Ability to adapt in a dynamic work environment under minimal supervision.
• Demonstrated ability to research, problem solve, trouble shoot, influence and partner across the organization.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we\xe2\x80\x99re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

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