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Resource Planning Lead Analyst - Work from home - Accredo at Cigna in Memphis, Tennessee

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:


Through our range of health care products and services offered, Accredo team members provide in-depth care for patients with chronic health conditions like hemophilia, oncology, rheumatoid arthritis and growth hormone deficiency. By performing in these very important roles, employees have a daily opportunity to make a positive impact on their patients' lives.

The Lead Analyst role is largely focused on workforce management support on a day to day basis with a focus on contact center forecasting and scheduling using Aspect eWFM software. This role will estimate staffing needs on a short-range basis, manage PTO and scheduling, and facilitate meetings to gain alignment with the operations partners.

Primary Functions

  • Understand, create and maintains standard scheduling processes and guidelines while providing and fostering a continual feedback loop for improvement.

  • Creates, distributes, and maintains enterprise wide strategic, operational and tactical plans for resource deployment, a balanced and level loaded workflow, and output expectations to ensure cost and service metric attainment

  • Creates, and maintains active contact volume forecasts at a monthly, weekly, daily level for all respective lines supported by the operations inclusive of capacity plans to show FTE requirements and required hiring plan to ensure KPI attainment.

  • Partner with Schedulers to create and distribute daily, weekly, and monthly schedules to operations and workforce management partners.

  • Identify forecast requirement vs schedule variances and collaborate with the operations team to adjust schedules accordingly to insure cost and service level goal attainment.

  • Provide retrospective analysis of schedule performance and continuously improve the process. Present proposals to resolve any issues.

  • Update PTO allowances and ensure the business has the appropriate number of hours by group to meet its goals while providing time off to employees.

  • Collaborate with operations partners to understand drivers that will impact or influence contact volume and AHT to incorporate into forecasts.

  • Assist as needed with schedule training, meetings, and offline activities according to priority and availability of staff to meet our service level goals.

  • Optimize breaks and lunches using the Aspect eWFM scheduling software.

  • Create new hire schedules and process terminations.

  • Plan for observed and non-observed holiday schedules.

  • Maintain headcount and agent profile data (skills, location, hire dates, etc.) in the Aspect eWFM scheduling software and externally to software as needed for data trending.

  • 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.

  • Additional duties as assigned.

Key Qualifications

  • High school diploma or GED; Bachelor's degree preferred

  • 2-5 years relevant workforce forecasting

  • Experience in an operations environment 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 expectations

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.