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Posted: 10/20/2026Resource Planning Senior Analyst, RTA
The Cigna GroupCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in resource management and workforce planning within a call center environment, utilizing Real Time Management systems to optimize staffing and performance. Strong communication and problem-solving skills are essential for collaborating with teams and addressing operational challenges.
Highest-signal resume keywords
Resource ManagementWorkforce PlanningReal Time Management SystemsCall Center ProcessesAdvanced Problem-Solving
About the role
Key responsibilities & impact- Collaborate with the Resource Management Team, Market Directors, and Managers to execute daily and weekly calling strategies
- Develop balanced, level-loaded skilling plans based on demand and capacity analysis
- Monitor systems, call metrics, real-time call volume, trends, staffing levels, and call queues throughout the day
- Assess and implement skilling changes
- Maintain employee profiles and reallocate resources for different call types
- Monitor compliance with client-specific performance guarantees and notify management of issues
- Provide technical support for call center, production, and phone systems within PBS
- Troubleshoot issues, follow up through resolution, and maintain an issue log
- Provide call center management reports on call trends, productivity, and service levels
- Run ad hoc reports
- Communicate performance and scheduling updates at Daily Production Meetings
- Respond to incoming Wrike platform requests within 24 hours
- Perform additional duties as assigned
Requirements
What you’ll need- High school diploma or GED required; Bachelor's degree preferred
- At least 1 year of experience in resource management / workforce planning required
- 2 years’ experience in a call center environment
- Willingness to work Sunday–Thursday, 9:00am–5:30pm EST, and accommodate alternative schedules including overnight coverage
- Experience with Real Time Management systems and tools, such as Verint, Amazon Connect, or similar
- Knowledge of Microsoft Office software
- Knowledge of Express Scripts call center systems and platforms preferred
- Demonstrated understanding of call center processes and procedures
- Excellent oral and written communication, presentation, and facilitation skills
- Ability to adapt in a dynamic work environment and make independent decisions
- Ability to handle multiple projects simultaneously and prioritize workload
- Advanced problem-solving skills and ability to collaborate with other departments to resolve complex issues
- Detail-oriented
- Knowledge of PBS industry/Managed care industry preferred
- Home internet through cable broadband or fiber optic service with at least 10Mbps download and 5Mbps upload
Benefits
Comp & perks- Annual bonus plan eligibility
- Medical, vision, and dental benefits
- Well-being and behavioral health programs
- 401(k)
- Company-paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Work-from-home arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Resource ManagementWorkforce PlanningCall Center ProcessesPerformance MonitoringData Analysis
Soft Skills
Excellent CommunicationAdaptabilityDetail-OrientedProject PrioritizationCollaboration
Tools & Technologies
VerintAmazon ConnectMicrosoft OfficePBS SystemsWrike
Certifications & Qualifications
High School DiplomaGEDBachelor's Degree Preferred
Industry Keywords
Call CenterManaged CarePerformance GuaranteesStaffing LevelsCompliance