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
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
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
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
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
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
Good understanding of HRIS systems characteristics, features and
Proven leadership ability of WFM organizations larger than 100
Ability to set and manage priorities with proven results.
Experience communicating strategies and performance to C-Level
Working knowledge of Verint Workforce Planning Platform and
functional knowledge of Intradiem software preferred.
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
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.