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Senior Resource Planning Analyst
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 service levels. Strong communication and problem-solving skills are essential for adapting to dynamic situations and collaborating across departments.
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 and call metrics throughout the day and adjust campaign resource allocations to attain service levels
- Track real-time call volume and trends, monitor staffing levels, and assess skilling changes
- Maintain employee profiles and reallocate resources for different call types
- Monitor call queues and client-specific performance guarantees
- Adjust skilling and notify management of performance problems
- Provide technical support for systems and phone problems within PBS
- Troubleshoot call center, production, and phone systems; follow up until resolution and maintain an issue log
- Provide 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; Bachelor's degree preferred
- At least 1 year of experience in resource management/workforce planning
- 2 years’ experience in a call center environment
- Willingness to work Sunday–Thursday, 9:00am–5:30pm EST, and accommodate alternative schedules including overnight for team PTO coverage
- Experience with real-time management systems and tools, such as Verint or Amazon Connect
- Knowledge of Microsoft Office software
- Knowledge of Express Scripts call center systems and platforms preferred
- 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 across departments to resolve complex issues
- Detail-oriented approach
- Knowledge of the PBS industry/managed care industry preferred
Benefits
Comp & perks- Annual bonus plan eligibility
- Medical insurance
- Vision insurance
- Dental insurance
- 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
- Remote work arrangement (home internet required via cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload)
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 AllocationDemand AnalysisCall Metrics MonitoringSkilling Plans DevelopmentTechnical SupportIssue TroubleshootingReport GenerationData AnalysisCall Volume TrackingPerformance Monitoring
Soft Skills
Excellent CommunicationPresentation SkillsFacilitation SkillsAdaptabilityDetail-Oriented
Tools & Technologies
VerintAmazon ConnectMicrosoft OfficeWrike
Industry Keywords
Call CenterPBS IndustryManaged CarePerformance GuaranteesStaffing Levels