Operations Analyst
Operations Analyst
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Job Description
We are seeking a highly motivated and skilled Planning and Workflow Analyst to join our this role you will collaborate with Operations Business Intelligence (Performance and measurement team) and Human Resources (HR) to support long and short-term planning and optimize workforce strategies. If you thrive in a data-driven environment and are passionate about improving performance through analytics and tool development wed love to hear from you.
Key Responsibilities
- Collaborate with cross-functional teams (Operations BI HR) to support long and short-term workforce planning.
- Design develop and maintain custom tools and dashboards in Microsoft Excel and Microsoft Access to streamline planning and reporting processes.
- Utilize QlikView to build and enhance interactive dashboards and visualizations for performance monitoring and decision-making.
- Maintain and update headcount (HC) reports with a strong attention to detail.
- Ensure data readiness for modelling and support timely budget-conscious project delivery.
- Translate business requirements into functional specifications to enhance productivity.
- Participate in discussions on reporting requirements and design with matrix partners.
- Analyse performance data to identify trends and opportunities for improvement.
- Generate ad hoc reports on resource usage and performance metrics.
- Communicate insights and recommendations clearly to senior leadership (SV and Sr SV).
- Support intraday analysis and call volume reporting within the call center.
- Monitor staffing availability and ensure alignment with call volume forecasts.
- Ensure accuracy and timeliness of WFM-related requests and deliverables.
- Collaborate with planners to deliver accurate resource capacity forecasts.
- Perform second-level problem determination using monitoring and data tools.
Qualifications
- Education: Bachelors degree preferred or equivalent work experience.
- Experience: Minimum 3 years of experience in workforce planning scheduling and forecasting.
- Technical Skills:
Advanced proficiency in Microsoft Office (testing required during recruitment). Experience developing and managing databases in Microsoft Access. Hands-on experience with QlikView for data visualization and reporting. Familiarity with AVAYA CMS Reporting and vectoring.
Experience with WFM tools is a plus.
- Communication: Strong verbal and written communication skills.
- Collaboration: Ability to work effectively in a virtual cross-functional team environment.
- Analytical Thinking: Strong problem-solving skills and attention to detail.
- Multitasking: Ability to manage multiple priorities in a fast-paced environment.
Core Competencies
- Analytical Thinking: Ability to interpret complex data sets identify trends and make data-driven decisions.
- Tool Development: Skilled in building scalable user-friendly tools in Excel and Access to support planning and reporting.
- Visualization: Proficient in creating impactful dashboards and reports.
- Attention to Detail: Ensures accuracy in data reporting forecasting and documentation.
- Problem Solving: Proactively identifies issues and implements effective solutions in a timely manner.
- Communication: Clearly conveys information and insights to stakeholders at all levels.
- Collaboration: Works effectively with cross-functional teams including Operations HR and BI.
- Adaptability: Thrives in a fast-paced dynamic environment and adjusts to shifting priorities.
- Time Management: Manages multiple tasks and deadlines efficiently without compromising quality.
- Customer Focus: Understands internal client needs and delivers solutions that support business goals.
- Initiative: Takes ownership of responsibilities and seeks opportunities to improve processes and outcomes.
About The Cigna Group
Cigna Healthcare a division of The Cigna Group is an advocate for better health through every stage of life. We guide our customers through the health care system empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.Required Experience:
IC
Employment Type
Full-Time
