The Resource Planning Senior Advisor provides senior leadership with analysis, strategy recommendations and a staffing plan for the Express Script PBM contact centers.  The successful candidate will conduct quantitative analysis and predictive modeling using statistical analysis as needed.  This position will provide recommendations to improve service and productivity.  You will be expected to exercise considerable creativity, foresight and judgement in conceiving, planning and delivering initiatives.  You will also work on broader projects which require understanding of the wider business.  This position is recognized as the subject matter expert.  This position will mentor less experienced analysts.

This is a high visibility role that works across senior leadership team. The position requires strong 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

Essential Functions
 

• Identifies variances to service level metrics such as ASA and queue levels and collaborates to ensure metrics are attained.
• In depth analysis of forecast assumptions versus actual performance to determine root cause change in predicted weekly, daily, or interval call volume.  This can involve reviewing metrics in areas outside of the contact center such as Front End and Back End
• Present forecasting metrics including interval level forecast requirements, staffing, and over/under to the Resource Management Team and Operations via meetings and email as requested. 

• 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
• Collaborate with Operations and RMG partners to support the work stream model and other internal initiatives
• Consolidate data from numerous systems into a single source of truth. 
• Identify and implement technology to automate and improve the forecasting process.
• Consistently meets deadlines and can manage multiple projects

• Additional duties as assigned.

Qualifications

• Expertise in using Aspect eWFM for Interval Based Forecasting
• BA/BS in Finance, Accounting, Economics or related field with 8+ years of experience.
• Demonstrated knowledge of MS Office software, specifically Excel (v-lookups, pivot tables, macros)
• Proficient knowledge of SQL and Hyperion preferred
• Ability to prioritize and meet timelines and deadlines
• Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.

• Proven ability to perform in-depth data analysis and present insights in a clear manner is required.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision is required.
• Background in statistical analysis preferred
• Ability to prioritize and meet timelines and deadlines
• Some travel may be required

This role is Work at Home/Flex which allows most work to be performed at home. Employees must be fully vaccinated if they choose to come onsite.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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.