Operations Lead Analyst - Cigna Healthcare
The Cigna GroupMatch Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessStrong Tier-1 employer, mid-level (3+ years) generalist operations role attracts high candidate density.
WFM, IVR/ACD and claims-specific skills moderately restrict cross-industry transferability.
Mandatory 3+ years plus WFM tools, Qlik and IVR/ACD experience increases filter strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Develop and manage short, medium, and long-term volume forecasts for multiple functions using historical data and financial projections.
Translate operational strategy into capacity plans for both inshore and offshore teams, managing headcount, attrition, leave, and productivity to meet service level agreements.
Act as primary liaison with senior leaders and departments like Finance and HR, communicating capacity plans, cost implications, and recommending adjustments to maintain efficiency and service levels.
Minimum Requirements
Minimum 3+ years operational planning or capacity planning experience.
Proven experience in capacity planning, workforce management, or related area.
Strong analytical skills with proficiency in advanced Excel and preferably QlikView or QlikSense for data analytics.
Experience with workforce management software and understanding of IVR, ACD, and other call delivery technology platforms.
Ideal Candidate Profile
Experienced in translating complex operational strategies into actionable capacity plans across multiple sites and teams, including offshore operations.
Comfortable interfacing with senior leadership and multiple departments to align workforce plans with financial and operational goals.
Data-driven and detail-oriented professional with strong organization, communication, and problem-solving skills in a fast-paced environment.