POSITION SUMMARY

The Resource Planning Senior Supervisor is a leadership position aligned to Cigna’s Enterprise Strategic Workforce Management organization. This position is responsible for leading a team of Resource Planning Scheduling Analysts, collaborating with the Workforce Leadership Team and Operations Leadership Teams, and providing advanced professional input to complex assignments/projects.

What you will do

Regularly collaborate with the Workforce Leadership Team and Operations Leadership Teams to provide strategic, operational, and tactical plans for resource deployment, lead the team to analyze call center trends to predict staffing needs, and summarize operational data for management. Work autonomously and maintain collaborative partnerships with matrix partners, team members, and direct reports. Exercise judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models, procedures, and to monitor trends. Champion operational efficiencies by driving partnership across the Enterprise Workforce Team, ensure our recommendations enable proactive, accurate, and timely business decisions, and provides best-in-class service to our stakeholders and customers.

Responsibilities include:

• Delivering on the creation of schedules using WFM software, identifying forecast requirement vs schedule variances, and collaborating with the operations team to adjust schedules accordingly to ensure cost and service level goal attainment.

• Leads the team in providing retrospective analysis of schedule performance, continuously pursuing improvements in the process, identifying schedule gaps, and opportunities to expand schedule options.

• Fluent presentation of proposals to resolve issues and deliver recommendations.

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

• Being the Scheduling central point of contact for multiple lines of business within the Service Operations organization.

• Exhibits managerial courage and consistently delivers accurate and transparent messages to staff.

• Ensures the coordination of scheduled plans for training, meetings, and offline activities according to priority and availability of staff to meet our service level goals.

• Leads the team in proactively identifying off production risks/opportunities.

• Ensure the delivery of off-production events in Intradiem.

• Leads the team in conducting schedule analyses regularly making necessary recommendations for schedule adjustments, new hire schedule recommendations, and shift bid requirements.

• Coordinates & executes on bidding (PTO, Holiday & Shift), seasonal schedule offers, and recommendations for observed and non-observed holiday schedules.

• Understand the scheduling process in detail and provide continuous feedback loop for improvement.

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

• Collaborate with Operations partners to schedule hours that meet Short Range requirements and close any gaps.

• Manage business relationships and interactions with matrix partners, operation leadership, and WFM teams.

• Leads the team in identifying opportunities and implementing improvements related to scheduling and staffing functions.

• Serves as a point of contact for questions on scheduling policies and procedures.

• Lead adhoc projects for the overall improvement of Scheduling goals.

• Utilizes effective coaching behaviors along with active management to positively reinforce employee engagement and drive for excellence in KPIs.

• Communicate clear expectations for performance, attendance, and hold staff accountable for delivering on objectives and expectations.

• Lead by example demonstrating the highest level of customer centricity, professionalism, and engagement.

• Develop a positive team relationship by being supportive and accessible.

• Adapts communication style to effectively engage individuals by delivering communications positively and in support of organizational goals and objectives.

• Responsible for partnering with HR on staff initiatives including compensation planning, performance management, employee relation issues, recruitment, training, and employee development.

• Ensures compliance with corporate policies and procedures and the timely completion of required training.

• Supports diversity by building an inclusive environment and valuing different perspectives.

• Acts with a sense of urgency and ensures attention to detail.

• Additional duties as assigned.

Qualifications:

• High school diploma or GED required; Bachelor’s degree preferred

• 3+ years relevant workforce planning experience in an operations environment preferred

• Demonstrated leadership skills; experience supervising remote staff and driving results in a virtual environment

• Strong analytical and technical skills

• Demonstrated knowledge of MS Office software, specifically PowerPoint and Excel

• Prior experience with Workforce Management software (i.e., Aspect, Verint, NICE, etc.)

• Strategic thinking, 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 deadlines

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

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 63,400 - 105,600 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.