Operations Senior Analyst - Cigna Healthcare
Core
Develop, maintain, and optimize weekly, monthly, and intraday schedules within Verint Workforce Management (WFM) based on forecasted workload, staffing plans, and business requirements.
Role type
Senior Workforce Management Scheduler / Analyst
Builds
Optimized workforce schedules and real-time deployment strategies
Domain
Healthcare operations / Workforce Management
Required skills
Verint WFM administration, workforce forecasting, schedule optimization, shift pattern configuration, queue management, adherence monitoring, resource gap analysis, Microsoft Excel (advanced)
Preferred skills
Experience with Avaya, CUIC, Cisco, or similar telephony platforms, intraday management, stakeholder collaboration
Technologies
Verint WFM, Microsoft Excel, Avaya, CUIC, Cisco
Responsibilities
Develop and maintain weekly, monthly, and intraday schedules; Manage schedule modifications to address changing operational demands; Configure and maintain shift patterns, break schedules, and training sessions; Perform workload distribution and queue management; Monitor schedule adherence and staffing utilization; Analyze staffing coverage and identify resource gaps; Partner with Real-Time Management teams; Collaborate with Operations Leaders to assess business impacts; Coordinate business activities including meetings and training programs.
Seniority
Senior, hands-on IC