Operations Senior Analyst - Cigna Healthcare
The Cigna Group (company site, opens in a new tab)3+ yrsBengaluruHybridDirect career pageEst. 8–14 LPA
Posted 17h ago
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Job description
Structured overview of role & requirements
About This Role
- Develop, maintain, and optimize staffing schedules using Verint WFM to align with forecasted workload and business needs.
- Manage intraday operations by monitoring schedule adherence, staffing utilization, and making real-time adjustments to maximize service levels and workforce productivity.
- Collaborate with operations teams and stakeholders to identify staffing risks, implement corrective actions, and communicate workforce-related updates effectively.
Minimum Requirements
- Bachelor’s degree in business administration, Finance, Operations Management, or related field required.
- Minimum 3+ years of workforce management experience involving scheduling, forecasting, and capacity planning.
- Proven hands-on experience with Verint Workforce Management (WFM) system including schedule administration and intraday management.
- Advanced proficiency in Microsoft Excel including formulas, pivot tables, reporting, and macros.
Ideal Candidate Profile
- Experienced in managing workforce scheduling and real-time adherence in a contact center or operational environment using Verint WFM.
- Strong operational collaborator skilled at interfacing with multiple teams such as Workforce Planning, Operations, HR, and Leadership to anticipate and resolve staffing challenges.
- Able to handle fast-paced, multi-tasking environments with a focus on proactive problem identification and process improvement.