- Provides recommendations regarding capacity utilization and effectively 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
- Interface with operations and WFM leadership regarding factors impacting performance
- Displays high level of operational focus, professionalism and engagement
- Displays a positive team relationship by being supportive, visible and easily accessible
- Collaborates with matrix partners to ensure objectives and standards are met
- Communicates in a clear and concise manner that is appropriate with the intended audience
- Has awareness of and sets an example of compliance with all corporate policies and completion of trainings
- Supports diversity by building an inclusive environment and valuing different perspectives
- High school Diploma or GED
- 3+ years' experience in a contact center environment handling Workforce Management functions such as monitoring or reporting on call trends, call metrics, or KPIs
- Knowledge of WFM tools and basic call routing strongly preferred (such as Verint, IEX, Aspect, Genesys)
- Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel (ability to run advanced formulas, write SQL querries, 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 and the ability to listen effectively
- Must have strong analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend and implement solutions
-
Real Time Designer
1 week ago
WARNERMEDIA Remote, United States Part timeEvery great story has a new beginning, and yours starts here. · Welcome to Warner Bros. Discovery... the stuff dreams are made of. · Who We Are... · When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to ...
-
Real-Time Bidder Specialist
1 month ago
MobilityWare Remote, United States Full timePlease note, this position is a part-time contract opportunity. · As a Bidder Specialist, you will support our Data Science team with in-depth analyses related to the features engineered for online real time bidder models. Your work will directly influence what features are built ...
-
Adobe Real-Time CDP Solution Architect
1 month ago
Bounteous Remote, United States Full timeBounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership. ...
-
Senior Software Development Engineer
2 weeks ago
Zillow Remote, United StatesAbout the team · The Developer Experience Delivery Engineering team is responsible for the design, development, maintenance and operation of the systems and tools that enable all Zillow Group engineers to build, test, deploy and ship features to our customers. Our team is at the ...
-
Sapsol Technologies Inc Remote, United StatesSAPSOL technologies Inc is looking for SAP consultants in the FICO, SD, MM, HCM, Success Factors, BIBO, PS, PP, ABAP, Hana Cloud, and BASIS to implement the project for SPIL (SAPSOL Product Innovation Lab) . We are specialized SAP, Cloud, and Big Data consulting company. The proj ...
-
Support Services Specialist
2 days ago
ZINC Zillow, Inc. Remote, United States Full timeAbout the team · StreetEasy is seeking a Support Services Specialist to join our Support Services team. We are a well-versed bunch that collaborates with all areas of the business. Our focus is to build, strengthen, and expand relationships with real estate professionals using S ...
-
Senior Machine Learning Engineer
3 weeks ago
ZINC Zillow, Inc. Remote, United States Full timeAbout the team · At Zillow, we're on a mission to give people the power to unlock life's next chapter. We're creating innovative, connected, and equitable solutions to help people move from dreaming to transacting. · Zillow's AI Org plays an important part in delivering unique A ...
-
Senior Product Marketing Specialist
1 day ago
Zillow Remote, United StatesAbout the team · We're adapting quickly, defining the future of real estate, and need your help to get there The Product Marketing Team sits at the center of understanding customer and real estate agent partner needs, and translates those needs to support Zillow's lines of busine ...
-
Principle Software Engineer
2 weeks ago
DripShop Remote, United States Full timeRemote position: USA residents only-not able to sponsor-prefer EST but open to any US Times zone · Who we are: · Drip ) is the shopify for social commerce; using it's AI-enabled tools, sellers can interact and transact safely and seamlessly on Drip's social marketplace and social ...
-
Software Development Engineer
3 weeks ago
ZINC Zillow, Inc. Remote, United States Full timeAbout the team · AI products at Zillow help millions of people find the best home for them with less stress and more visibility. Zillow scientists develop a variety of ML models (natural language understanding, computer vision, recommendation systems) that enables our customers ...
-
Precision Medicine Group Remote, United StatesPrecision for Medicine is not your typical CRO. We are passionate about supporting professional growth and are proud to share extremely high CRA retention rates compared to industry averages. · CRAs join us, love their jobs, and stay because of the amazing people and enjoyable qu ...
-
NetIQ IAM Engineer
1 week ago
TEKsystems Remote, United States Contract to RegularDescription: · Experience and Technical Skills · •Proficient in NetIQ (OpenText) IDM, eDir & SSPR products required · •NetIQ (OpenText) eDir, IDM, SSPR · •NetIQ (OpenText) Identity solutions operation and support experience required · Qualifications · •Customer focused · •Stron ...
-
Director, Product Design
3 weeks ago
ZINC Zillow, Inc. Remote, United States Full timeAbout the team · As Director, Product Design of Rentals, Marketplace, you will grow, nurture, and retain Zillow rentals supply partners through both on and off platform experiences. You will play a pivotal role in enhancing the user experience for Zillow Rentals partners and sup ...
-
Customer Success Manager
2 weeks ago
Placer Remote, United StatesABOUT PLACER.AI : · is a high-growth, big data pre-IPO tech company led by seasoned executives and repeat entrepreneurs who are building the world's first "Google Analytics for the physical 's platform provides instant visibility into any property in the U.S., presenting accurat ...
-
Instruments Sales Representative
1 week ago
Thermo Fisher Scientific Careers Remote, United States Permanent, Full time*Job Description* · *Instrument Sales Representative* · Join the world leader in serving Science As part of an outstanding team of scientists and business professionals at Thermo Fisher Scientific, you'll do important work, like helping customers with advancing research in materi ...
-
Senior Data Engineer
4 days ago
Five9 Remote, United StatesResponsibilities: Taking a lead role to enhance observability into the Five9 platform. · Responsible for anomaly detection based on time-series high-throughput events and root cause analysis. · Work with large data sets translating business requirements to actionable items. · ...
-
Distribution Grid Protection Sr. Researchers
6 days ago
EPRI Remote, United States Full timeJob Title: · Distribution Grid Protection Sr. ResearchersLocation: · Remote/Home BasedJob Summary and Description: · Distribution utilities across the globe are undergoing efforts related to grid modernization and DER integration which represents a significant transformation of t ...
-
Senior React Native Engineer
2 weeks ago
Lorgarithm Remote, Oregon, United States PermanentPosition: Senior React Native Engineer · Company Overview: · Lorgarithm is a fast-growing technology company that specializes in developing innovative Human Resources solutions for businesses. Our team is passionate about using cutting-edge technologies to create products that ma ...
-
Product Marketing Manager
2 weeks ago
Curtiss-Wright Remote, United States Full timeProduct Marketing Manager – (Remote, US based) · We are looking for a results-driven Product Marketing Manager with expertise in campaign management, product leadership, and team management. · As our Product Marketing Manager, you will spearhead the development of comprehensive m ...
-
Senior Customer Marketing Manager
3 days ago
Zimperium Remote, United States Full timeZimperium is an industry leader in enterprise mobile security, being the first and only company to provide a complete mobile threat defense system that offers real-time, on device world-class protection against both known and unknown next generation of advanced mobile cyberattack ...
Medicare Resource Planning Sr Analyst, Real Time – Remote - The Cigna Group
Description
As a WFM Resource Planning Senior Analyst you would be responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability. You would use your analytical skill and utilize call volume reports to coordinate and complete Real Time capacity planning within the contact/call center. This role analyzes call center trends, including call volume, call patterns, staff productivity and resource allocation.
This is an exciting opportunity for someone who enjoys the analytical aspects of finding the trend in the numbers puzzle and being a part of the solution. You would be an integral part in identifying areas for improvements to workforce productivity and modifications to programs.
How you'll make a difference in this role:
Qualifications:
We expect this role to be remote, work from home, and have a schedule within Monday - Friday, normal business hours, or as business needs dictate.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.For this position, we anticipate offering an annual salary of 50, ,400 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.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 reasonable accommodation in completing the online application process, please email: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
