Long Term Client Capacity Planner Advisor - Work from home

CIGNA | United, XX



Performs the capacity forecasting function for back office operational teams. This requires managing capacity models for multiple functions with significantly diverse work types. Reviews and trends key metrics such as (but not limited to) receipts, inventory, membership, attainment, barrier time, productivity, at work/on prod, attrition, volume mix, on-shore vs. off-shore and the respective staffing requirements. Communicates results with matrix partners on a weekly and monthly basis, strategic direction on how to best leverage the staff going forward, actuals versus forecast, recommendations on new hire and conversion skill needs, overtime, and load balancing. Understands skill sets, staff tenure, ramp time, up-training requirements across functions, impacts to resource needs, and is able to provide direction and solutions on how best to use staff in both excess and shortfall conditions. Proactively communicates the financial/FTE impacts as it relates to the respective expense center budgets. Individual must be able to adapt to new, innovative ways to support the organization as they arise.


Requires solution-based strategic thinking to enable the business to operate as lean as possible without sacrificing quality or risking metric results
  • Manage, clarify and work with ambiguous and partial data sets, and or directions while providing an insightful and meaningful final product
  • Develop, foster and instill trust with business partners at all levels
  • Professionally and strategically communicate complex data rich analysis to practical, digestible and actionable business insights
  • Complete monthly production cycle and analysis - reviewing and trending actuals; analyzing historical data and applying decision making skills to generate the most appropriate staffing forecast (takes into consideration excess/shortfall results and how best to leverage these to maximize the financial position for the organization - TTP metrics, LPI impacts, overtime, etc.)
  • Support periodic capacity planning reengineering projects - improve existing models to allow for more effective business decisions regarding overall capacity; leverage business knowledge and relationships with functional leads to provide recommendations on how best to improve the modeling capabilities
  • Lead and facilitate weekly and monthly operational reviews with functional leads and other key matrix partners - communicate results and the respective impact to the forecast; review recommendations on how best to utilize excess/shortfall positions and agree on if adjustments are required to the forecast
  • Participate and contribute in capacity support meetings - hiring plans, inventory review- leveraging capacity knowledge to bring any thoughts, concerns or recommendations to the table. Question and inquire data or strategies that instinctively cause pause or incongruence
  • Actively participate in recurring team meetings and 1x1s
  • Drive change and influence individuals at all levels of the organization to take appropriate risks

The ideal candidate will have:
  • HS Diploma or equivalent required; Bachelor's degree preferred
  • Self-Motivated
  • 5+ years of relevant related work experience required, with experience in financial/budget planning, supply chain, or workforce management, or 5+ years experience health care service operations
  • Strong business acumen and extensive experience developing and fostering relationships
  • Experience in Workforce Management applications such as IEX, Aspect, Etc. Verint experience strongly preferred
  • Expert proficiency in MS Excel; Keen ability to present data and proposals for multiple audiences in a clear and concise manner that facilitates clear and constructive dialog among matrix partners
  • Acute attention to detail, particularly with large volumes of data

For this position, we anticipate offering an annual salary of $70,900 - $118,100, depending on relevant factors, including experience and geographic location.

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

Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we'll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and best in class 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 dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the "Life at Cigna" tab on our careersite: www.cigna.com/careers

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.

Cigna 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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August 14, 2022