Operations Senior Analyst- Real time Management

Real Time Analyst / Workforce Operations Analyst (BAND 3)

Overview:

Cigna is expanding its deployment of Workforce/ Resource Management and Capacity Planning across the business as we fulfill our customer-centric mission to help the people we serve improve their health and well-being. The Planning & Insight team determines the appropriate staffing/ resources needed to meet our customers’ expectations and within key business targets. The team must possess the ability to visualize, articulate, and solve complex and complicated business problems and identify opportunities for innovation for our global verticals including employer segments, medical cost management, finance, and service operations. These businesses are aligned under our health improvement to drive affordability and customer experience strategies; all with the common goal of identifying what works best – personalized for our customers.

In this role, Real time analyst will be responsible for overseeing the real-time operations to make sure metric targets especially service level goals are met. The role spans a diverse range of tasks to enhance productivity and proficiently manage staff across various areas. These include real-time monitoring and adherence, data analysis, team collaboration, training and development, compliance, technology integration, performance evaluation, and problem resolution.

RESPONSIBILITIES:

• Serve as a subject matter expert in Real-Time Management (RTM), monitoring operational performance, identifying emerging trends, and providing actionable insights to optimize productivity, service levels, and overall business effectiveness.
• Manage real-time workload distribution, queue balancing, adherence monitoring, and resource allocation in partnership with Operations teams to ensure optimal utilization and SLA achievement.
• Develop, maintain, and enhance operational dashboards, scorecards, and reporting solutions, delivering timely workforce insights, KPI analysis, and data-driven recommendations.
• Partner closely with Operations leadership through regular communication and performance reviews to proactively identify capacity constraints, workload risks, and service delivery challenges.
• Continuously monitor operational performance, work volumes, throughput, backlog levels, and productivity metrics to ensure efficient execution of business processes.
• Analyze and present operational trends, performance metrics, and business impacts to stakeholders through clear, concise, and actionable reporting.
• Lead the resolution of complex, escalated, and time-sensitive operational issues, implementing real-time interventions to mitigate service risks, maintain performance guarantees, and meet SLAs.
• Proactively identify emerging operational risks and recommend immediate corrective actions to minimize customer, financial, and compliance impacts while ensuring business continuity.

Competencies:

• Manage relationships with business operations, finance and Manage workload assignments across environment achieving optimal performance
• Strong ability to multi-task in a fast pace operational environment
• Must be able to communicate effectively with multiple levels of management
• Proactively identify and initiate change to address performance and process issues.\
• Works collaboratively with stakeholders, Departments /function and teams to create and deliver resource capacity forecasts.
• Strong ability to multi-task in a fast pace operational environment

QUALIFICATIONS:

• Graduation in Business Administration, Finance or equivalent required
• Min.1 to 3 years of operational planning experience including scheduling and forecasting
• Proficient in Microsoft Office, including but not limited:
  • Skilled in Excel
  • MS Access preferred
• Polished presentation Skills
• Experience partnering closely with Finance team & Operations team
• Good verbal and written communications skills and the ability to work effectively in a virtual team environment.
• Healthcare related real time monitoring experience would be beneficial
• Knowledge on administering any WFM software, Avaya, CUIC or Cisco Phone System will be useful

CIGNA offers a competitive compensation and comprehensive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, as well as opportunities for career growth and development.

We encourage you to complete all questions on the candidate profile if you wish to be considered for this opportunity.

CIGNA is an Equal Opportunity Employer

About The Cigna Group

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.