POSITION SUMMARY

The Senior Analyst collaborates with the Resource Management team and Operations Management to provide tactical plans for executing resource deployment strategies and forecasts staffing needs based upon demand and capacity analysis.  The analyst performs retrospective metrics analysis for continuous improvement opportunities, monitors the day to day workflow and makes future recommendations to ensure cost and service level goal attainment.

The Senior Analyst role gathers and utilizes data from the sales, operations, training/recruiting and front line managers to create and manage performance aligned to business objectives to support the operations team priorities.

The analyst should be a self-led, independent contributor with solid communication skills thriving in a sometimes multi-tasking environment that allows them to focus on analytical detailed work.  They will proactively approach their partner groups with a drive for collaboration and always be open for continual improvement feedback.

Primary Functions

• Provide retrospective analysis of staffing performance and continuously improve the process.  Identify staffing gaps and opportunities.  Present proposals to resolve any issues.

• Monitor PTO, training, meeting and other non-production metrics to ensure the business has the appropriate number of hours by group to meet its goals while providing time off to employees.

• Maintain/audit headcount and agent profile data (skills, location, hire dates, etc.) in the Velocity and other systems

• Create staffing charts with regular cadence for operations to review staffing levels for any gaps.

• Ability to create standard SOP’s related to job role and to drive process improvement.

• Provide daily, weekly and monthly reporting to operations.

• Provide ad hoc reporting to operations.

• Participate in projects related to resource management, reporting and systems development.

• Additional duties as assigned.

Key Qualifications

• High school diploma or GED

• Bachelor’s degree preferred

• 0-1 years relevant experience preferred

• Workforce planning analysis in an operations environment preferred

• Knowledge of Presale operations and systems preferred

• Strong analytical and technical skills.

• Demonstrated knowledge of MS Office software, specifically Excel (v-lookups, pivot tables, macros) and Access

• Excellent analytical, communication and presentation skills

• Proven ability to perform in-depth data analysis and present insights in a clear manner

• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision

• 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.

• Minimal travel expectation

This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. 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.