Job Description

The Resource Planning Manager is a leadership position aligned to Cigna\'s Workforce Management Real Time organization. This individual will manage the daily operations of an assigned team of real time Resource Planning Analysts who monitor inbound call and chat traffic to ensure efficient distribution based on staff availability.

Core Responsibilities:

• Effectively enable the operations to meet/exceed operating objectives through accurate and consultative input and guidance regarding contact center capacity.
• Acts as a central point of contact for multiple organizations, implementing workforce processes, and finding opportunity for improved efficiency.
• 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
• 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.
• Utilizes effective coaching behaviors along with active management to positively reinforce employee engagement and drive for excellence in Key Performance Measurements.
• Responsible for staff initiatives including compensation planning, performance management, staffing and employee relations/issues, employee recruitment, training, team and employee development.
• Displays a positive team relationship by being supportive, visible and easily accessible.
• 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.

Qualifications:

• Bachelor\xe2\x80\x99s Degree strongly preferred
• A minimum 3 years relevant experience in contact center or WFM required.
• Direct people management or indirect leadership experience required.
• Knowledge of WFM tools and basic call routing
• Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel
• 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.
• Must have the ability to support extended hours, holidays and weekends as needed.

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 79,300 - 132,100 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\xe2\x80\x99s why you\xe2\x80\x99ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you\xe2\x80\x99ll 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 .

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

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