Resource Planning Analyst - Hyderabad - Evernorth

    Evernorth
    Evernorth Hyderabad

    2 weeks ago

    Evernorth background
    Transportation / Logistics
    Description

    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.

    Job Summary

    A Resource Planning Analyst is responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability. This role analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation.

    Core Responsibilities:

    • Provides recommendations regarding capacity utilization and enables the operation to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity.
    • Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve the expected customer service levels.
    • Interfaces with operations and WFM leadership regarding factors impacting performance.
    • Displays high-level operational focus, professionalism, and engagement.
    • Collaborates with matrix partners to ensure objectives and standards are met.

    Requirements:

    • High school Diploma or GED; bachelors degree preferred.
    • 3+ years experience in a contact center environment handling Workforce Management function such as monitoring or reporting on call trends, call metrics, or KPIs.
    • Demonstrated understanding of call center processes and procedures.
    • Must be technically savvy with strong Microsoft Office skills, including intermediate proficiency with Excel (ability to run advanced formulas, write SQL queries, and create pivot tables preferred).
    • Excellent verbal and written communication skills, including the ability to communicate effectively and persuasively with individuals, groups, or work teams to explain difficult technical issues.

    Estimated Salary: $65,000 - $85,000 per year

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