Operations Analyst

We are seeking a highly motivated and skilled Planning and Workflow Analyst to join our team. In this role, you will collaborate with Operations, Business Intelligence (Performance and measurement team), and Human Resources (HR) to support long and short-term planning and optimize workforce strategies. If you thrive in a data-driven environment and are passionate about improving performance through analytics and tool development, we d love to hear from you.

• Collaborate with cross-functional teams (Operations, BI, HR) to support long and short-term workforce planning.
• Design, develop, and maintain custom tools and dashboards in Microsoft Excel and Microsoft Access to streamline planning and reporting processes.
• Utilize QlikView to build and enhance interactive dashboards and visualizations for performance monitoring and decision-making.
• Maintain and update headcount (HC) reports with a strong attention to detail.
• Ensure data readiness for modelling and support timely, budget-conscious project delivery.
• Translate business requirements into functional specifications to enhance productivity.
• Participate in discussions on reporting requirements and design with matrix partners.
• Analyse performance data to identify trends and opportunities for improvement.
• Generate ad hoc reports on resource usage and performance metrics.
• Communicate insights and recommendations clearly to senior leadership (SV and Sr SV).
• Support intraday analysis and call volume reporting within the call center.
• Monitor staffing availability and ensure alignment with call volume forecasts.
• Ensure accuracy and timeliness of WFM-related requests and deliverables.
• Collaborate with planners to deliver accurate resource capacity forecasts.
• Perform second-level problem determination using monitoring and data tools.

• Education: Bachelor s degree preferred or equivalent work experience.
• Experience: Minimum 3 years of experience in workforce planning, scheduling, and forecasting.
• Technical Skills:

Advanced proficiency in Microsoft Office (testing required during recruitment). Experience developing and managing databases in Microsoft Access. Hands-on experience with QlikView for data visualization and reporting. Familiarity with AVAYA CMS Reporting and vectoring.

Experience with WFM tools is a plus.

• Communication: Strong verbal and written communication skills.
• Collaboration: Ability to work effectively in a virtual, cross-functional team environment.
• Analytical Thinking: Strong problem-solving skills and attention to detail.
• Multitasking: Ability to manage multiple priorities in a fast-paced environment.

• Analytical Thinking: Ability to interpret complex data sets, identify trends, and make data-driven decisions.
• Tool Development: Skilled in building scalable, user-friendly tools in Excel and Access to support planning and reporting.
• Visualization: Proficient in creating impactful dashboards and reports.
• Attention to Detail: Ensures accuracy in data reporting, forecasting, and documentation.
• Problem Solving: Proactively identifies issues and implements effective solutions in a timely manner.
• Communication: Clearly conveys information and insights to stakeholders at all levels.
• Collaboration: Works effectively with cross-functional teams, including Operations, HR, and BI.
• Adaptability: Thrives in a fast-paced, dynamic environment and adjusts to shifting priorities.
• Time Management: Manages multiple tasks and deadlines efficiently without compromising quality.
• Customer Focus: Understands internal client needs and delivers solutions that support business goals.
• Initiative: Takes ownership of responsibilities and seeks opportunities to improve processes and outcomes.

About The Cigna Group