Job Description

About EvernorthEvernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.About Evernorth:Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.Summary:Ability to lead efforts in developing our strategic workforce planning approach for our Customer Service and Provider teams, ensuring the right level of resourcing aligns with our capacity and service-level using partner organizations. You will include evaluation and planning around skills adequacy, workforce distribution, inventory management, and the use of data to make informed workforce planning decisions. You are passionate about creating a strategy and building efficient mechanisms to manage our partner workforce and improve our workforce management processes, capacity planning, forecasts, and tools.You will report to the Top Level Leader of Workforce OptimizationResponsibilities:

• Develop and implement workforce planning strategies based on our goals.
• Analyze historical data, trends, business forecasts, and cost of support to predict staffing requirements and deliver lessons learned.
• Define staffing and scheduling policies in collaboration with Operations leadership per regional employment laws and practices.
• Improve resource allocation to achieve operational efficiency and maintain high-quality service delivery.
• Monitor schedule adherence, identify gaps, and work with management to make real-time adjustments, and real-time metrics to stay within expectations in call and/or non-call (back office) environments.
• Develop performance metrics and goals to measure workforce performance, capacity planning, and productivity.
• Produce regular reports, post-mortems, and present findings to management, highlighting areas for improvement and applicable insights.
• Be the lead system administrator of internal workforce management tools; improve the resource allocation, tracking, and transfer processes.
• Advance strategic workforce planning capabilities, methodologies, and tactics to enable scalability and support the efficient and cost-effective delivery of Cignas business strategy.
• 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.
• 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.
• Identify and implement technology and other tools to improve workforce planning and workforce management.

• Experience workforce management, scheduling, forecasting, or related roles in a technical environment (5+ years of related experience).
• 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 organizations 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.
• Demonstrated ability to apply technology in solving business problems.
• Bachelors degree in business or a related field.
• Proficiency in workforce management software, scheduling tools, and performance management systems.
• The ability to collaborate across different teams and levels.
• Effective at managing at senior levels, internal and external to our organization
• Flexibility and adaptability to work in a fast-paced and dynamic environment

Evernorth Health Services