Resource Planning Senior Analyst - Express Scripts - Work from home at Cigna in Memphis, Tennessee

Posted in General Business 11 days ago.

Type: Full-Time

Job Description:


This position is primarily responsible for collaborating with the Resource Management Team, Site Directors and Managers to execute the daily and weekly calling strategies based on forecasted volumes, offline needs, attendance, and any other business obligations we need to fulfill. We provide a balanced and level loaded skilling plan based upon demand and capacity analysis. This position monitors systems and call metrics throughout the day and makes changes to campaign resource allocations to insure service level attainment.

What you will do

  • Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for skilling changes. Maintain employee profiles and reallocate resources to accommodate different types of calls. Monitor all call queues to ensure meeting metrics.

  • Monitor compliance to client-specific performance guarantees, adjust skilling accordingly and notify management of problems as soon as possible.

  • Serve as a technical support for systems and phone problems within PBM. Troubleshoot call center system, production systems, or phone problems. Follow-up on issues until resolved and maintain issue log.

  • Provide reports to call center management on call trends, productivity, quality, service levels and cost per call. Run ad hoc reports as requested.

  • Communicate performance and scheduling updates at Daily Production Meetings.

  • Respond to incoming requests to the RMG email box within 24 hours.

  • Complete necessary paperwork for phone access for new or transferring employees.

  • Additional duties as assigned.

What you will need

  • High school diploma or GED

  • Bachelor's degree preferred

  • 2 years' experience in a call center environment

  • Willingness to accommodate work schedule of Monday - Friday 8:00 AM CST - 4:30 PM CST and alternative schedules as needed for team PTO coverage, including Overnight.

  • 1 year experience in resource management / workforce planning required

  • Knowledge of Microsoft Office Applications; experience with Real Time Management systems and tools (i.e., eWFM, IEX, Verint, or similar).

  • Knowledge of ESI's call center systems and platforms preferred.

  • Demonstrated understanding of call center processes and procedures.

  • Excellent phone, oral, and written communication skills.

  • Ability to adapt in a dynamic work environment and make independent decisions.

  • Demonstrated ability to handle multiple projects simultaneously and prioritize workload.

  • Extremely detail oriented.

  • Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.

  • Knowledge of PBM industry/Managed care industry preferred.

  • Willingness to work a flexible work schedule.

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

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