Capacity Planning and Workforce Operations Lead Analyst

Cigna — Bengaluru, India

Capacity Planner / Workforce Operations Lead Analyst (BAND 3) The job profile for this position is Planning and Workflow Lead Analyst, which is a Band 3 Senior Contributor Career Track Role. About us Cigna is one of the world’s leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa, and Asia Pacific. Product types include Medical, Dental, Vision, Life, AD&D, Disability, Travel, etc. are sold to groups. For our Business Excellence team we are looking for a Planning Senior analyst Your job As a Lead Analyst you will be responsible for developing and managing short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership. This role translates operational strategy into capacity plans for both inshore and offshore operations, manages headcount and productivity, and coordinates capacity planning to meet service level agreements. Main Responsibilities 1. Forecasting and Planning: - Create long, medium, and short-term forecast volumes for all functions based on historical data and financial projections on membership. - Translate operational strategy into capacity plans for inshore and offshore teams. - Measure and plan for attrition rates, leaves of absence, and headcount control within each capacity plan. - Update work ratios and plan holiday/sickness quotas for each site and function. 2. Productivity Management: - Control and set productivity targets in collaboration with Operations Managers for each function. - Monitor and ensure targets are met, adjusting plans as necessary to maintain efficiency. 3. Service Level Projections: - Develop projections for claims, COM inventory, and telephony service levels. - Utilize call volume reports to coordinate and complete capacity planning within the call center. - Conduct call pattern forecasti

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