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Senior Director, Contact Center Operations Workforce Optimization, Strategy and Planning

Company: Cigna
Location: Pittsburgh
Posted on: September 13, 2020

Job Description:

Senior Director, Contact Center Operations Workforce Optimization, Strategy and Planning This job is available in 2 locations Category Operations Posted Date: 06/19/2020 Job Id 20007459

The Senior Director, Contact Center Operations Workforce Optimization, Strategy and Planning will have accountability for the strategic leadership and implementation of Cigna’s Call Center Workforce planning capabilities. The leader will understand and translate the business and omni-channel strategies to develop and execute our human capital decisions for the Contact Center Operations. The leader will identify opportunities, develop specific processes, architect solutions, and influence automation efforts to enable capabilities to optimize workforce solutions to achieve operational efficiencies for Cigna’s operating units and Global Service Partners. The Senior Director collaborates with Information Technology regarding the selection, customization and use of systems, programs, software and other technology tools associated with workforce planning, automation and optimization.

Requirements:

Lead an organization of Capacity Planning, Short Term Forecasting, Scheduling and Real-Time Administration analysts who: develop and manage long-term and short term forecasting, capacity planning, set and monitor operational performance thresholds/service levels and employee scheduling in a 24X7 multi-functional operation including vendor partnerships.

Advance strategic workforce planning capabilities, methodologies and tactics to enable scalability and support the efficient and cost-effective delivery of Cigna’s business strategy.

Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.

Develop our omni-channel forecasting and planning capabilities.

Advise and consult with other operating functions to develop workforce strategies and plans to meet changing business needs.

Proactively identify, analyze, remediate or modify operational process changes, excess capacity, defects in workforce models and forecasts to deliver best in class workforce plans in collaboration with key stakeholders. This requires constant engagement with operational leaders to report on performance and proactively recommend improvements as well as collaborate with Finance to report on adherence to forecast.

Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities.

Drive the implementation of technology solutions and tools that deliver accurate, timely and relevant data and insights on all aspects of operational performance.

Ensure timely, accurate and actionable information is communicated to senior operations leaders and other key stakeholders to increase operating efficiencies and reduce overall operating costs.

Develop a talent strategy that attracts and develops specific skill sets needed for a high performing and evolving team.

Recommend, develop and implement metrics and other measurements for workforce productivity, ROI, schedule efficiency, etc. to improve business results.

Identify and implement technology and other tools to improve workforce planning and workforce management.

Desired Skills & Experience:

.

BA/BS in statistical analysis, economics, finance, business administration, industrial/organizational psychology, or applicable discipline preferred. Master’s degree/MBA preferred.

10 plus years’ experience in same/similar position in a medium or large company. Startup operations experience preferred

Must have a minimum 5 years of functional experience utilizing one of the 4 primary WFM tools in the market.

Knowledge of business theory, business processes, management, budgeting and business operations specific to each functional area of Workforce Management.

Ability to set Workforce goals and strategy based on a solid understanding of an organization’s goals and objectives.

Proven experience in workforce planning, organization and development.

Ability to translate and convey complex statistical and other data into easy to understand, actionable recommendations.

Excellent project management skills.

Demonstrated ability to apply technology in solving business problems.

Good understanding of HRIS systems characteristics, features and integration capabilities.

Proven leadership ability of WFM organizations larger than 100 people.

Ability to set and manage priorities with proven results.

Experience communicating strategies and performance to C-Level executives.

Working knowledge of Verint Workforce Planning Platform and functional knowledge of Intradiem software preferred.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com.  Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

About Cigna Employment with Cigna, including employment within the LDP program, is at-will; that is, it is not for a specified period of time and can be terminated at any time for any reason, with or without cause or notice, by me or by Cigna. LDP programs, policies and processes may be changed by Cigna at any time.

Keywords: Cigna, Pittsburgh , Senior Director, Contact Center Operations Workforce Optimization, Strategy and Planning, Other , Pittsburgh, Pennsylvania

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