Job description

Monitors inbound call traffic and ensures efficient distribution based on staff availability. Utilizes call volume reports and coordinates and completes Real Time capacity planning within the contact/call center. Analyzes call center trends, including call volume, call patterns, staff productivity and resource allocation. Identifies areas for improvements to workforce productivity and modifications to programs as required

Job Description:
This position is responsible for collaborating with the Workforce Management Team (RTA) and Operational leadership to execute daily and weekly calling strategies based on forecasted volumes, offline needs, attendance, and any other business obligations.

Core Responsibilities :
Provides recommendations regarding capacity utilization. Effectively enables the operation to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity.
Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve the expected customer service levels.
Interface with operations and WFM leadership regarding factors impacting performance.
Displays high level of operational focus, professionalism and engagement
Displays a positive team relationship by being supportive, visible and easily accessible.
Collaborates with matrix partners to ensure objectives and standards are met.
Communicates in a clear and concise manner that is appropriate with the intended audience.
Has awareness of and sets an example of compliance with all corporate policies and completion of trainings.
Supports diversity by building an inclusive environment and valuing different perspectives.

Qualifications:
Bachelor’s Degree and or a minimum 3 years relevant experience in contact center or WFM may substitute for degree requirements
Knowledge of WFM tools and basic call routing strongly referred.
Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel
Excellent verbal and written communication skills, including the ability to communicate effectively and persuasively with individuals, groups, or work teams to explain difficult technical issues and the ability to listen effectively.
Must have strong analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend and implement solutions.
Must have the ability to support extended hours, holidays and weekends as needed.

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.

For this position, we anticipate offering an annual salary of 49,300 - 82,100 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .

About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re 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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