POSITION SUMMARY

The Forecasting & Capacity Planning Senior Manager is a leadership role that collaborates cross functionally with operational leaders and other upstream matrix partners to develop a mid and short-term volume demand forecast and Capacity Plan that positions the Contact Center for achieving service targets.

The role serves as an internal consultant to senior leaders on capacity planning issues and determines what data is useful to the stakeholders by developing metrics and designing/implementing applicable management reports. The Forecasting and Capacity Planning Senior Manager collaborates with technology development teams regarding the selection, customization and use of systems, programs, software, and other technology tools associated with workforce planning.

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Primary Functions

• Serves as an internal consultant to operations leaders regarding the use of workforce data and analytics.


• Understands Cigna's strategic and operating plans and workforce utilization requirements.


• Considered a SME regarding demand forecasting & capacity planning methodology and associated tools and reports.


• Actively participates in and influences discussions around model requirements and design with matrix partners.


• Leads the gathering of business requirements into functional specifications to enable and support managing operating systems related to labor demand and productivity.


• Leads and influences data policy to manage and monitor data compliance for critical fields within key applications that serve as basis for accurate measurement systems.


• Develops strategy to learn an operations key business processes and applications to determine the primary sources of data to measure the operation labor demand


• Leads all aspects of new model development and ongoing evaluation


• Builds the engagement strategy to collaboratively work with stakeholders, enablers, and teams to create and deliver resource long term capacity forecasts.


• Leads strategy to develop short term resource allocation plans, and short term tactical resource mitigation action


• Develops and delivers presentations to senior executives regarding workforce dynamics and metrics that impact business outcomes


• Manage, mentor and lead a team of forecasters, planners and data analysts who develop and manage long-term and short term capacity plans

• Leads the strategy to effectively project labor demand and compare it against projected labor supply by building predictive models that emulate the workflow of the operation for short-term, mid-term and long-term needs


• Set the analytic strategy to analyze historic capacity model input data, and synthesize business intelligence to build predictive labor demand forecasts


• Lead the development of complex analytic models and forecasts using system, data and business metrics


• Manage and develop relationships with finance and business operations


• Assist team members in managing and prioritizing workload assignments across environment achieving optimal performance


• Ability to translate and convey complex statistical and other data into easy to understand, actionable recommendations that analyze performance data, identify bottlenecks and recommend alternative solutions


• Partner closely with Finance, Operations, HR and other functions to ensure alignment in budget planning, class training and operational readiness


• Produce ad hoc senior leader presentations and reports and analysis


• Ability to operationalize ideas and initiatives

Key Qualifications

• BA degree preferred; MBA preferred.


• At least 8 years' relevant experience developing operational capacity models or related.


• 5 years' experience of demonstrated leadership capabilities supervising staff.


• Experience with large enterprise business operations and planning.


• Experience with data management and advanced MS Excel is required and healthcare Industry experience and MS Access/SQL is highly desired.


• Exceptional communication (oral and written) skills with demonstrated ability to research, problem solve, trouble shoot, influence and partner across the organization.


• Demonstrates advanced presentation skills to prepare, deliver, and ensure understanding of information and processes across service operation audiences.


• Demonstrated ability to lead multi-functional projects and initiatives independently and act as the point of contact to drive initiatives.


• Strong relationship building skills with face-to-face or telephonic customer interaction.


• Experience in creating strategic and detailed operational plans, advanced data management skills and/or project management required.


• Experience collaborating with Global Service Partners both domestically and international preferred.

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 98,900 - 164,800 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.