Posted On: 08-17-2017
Position Title: Capacity Planner (Resource Planning Sr Specialist)
Job Location: United States – Work From Home
Company Name: Cigna-HealthSpring
Contact Information:
Apply Online at, Reference Job Number 17007629

This position is responsible for the capacity forecasting and planning function for on- and off- phone work. This requires creating and managing the models for multiple diverse work types and functions.  Reviews and trends key metrics such as ASA, AHT, membership, productivity, at work/on prod, attrition, volume mix, on-shore vs. off-shore and the respective staffing requirements.  Reviews results with matrix partners on a weekly and monthly basis, providing strategic direction on how to best leverage the staff going forward, reviews forecast results and provides recommendations on new hire, skill conversion and up-training needs.  Understands skill sets, staff tenure, ramp time, and up-training requirements across functions and their impacts to resource needs, and is able to provide direction and solutions on how best to use staff in both excess and shortfall situations.  Consistently ties recommendations to the respective budget and financial impacts to the organization.

This position is also responsible for identifying ways to improve the capacity planning modeling approach, find operational efficiencies, and improve cost margins.  Responsible for ensuring that our Workforce Management outcomes enable proactive, accurate and timely business decisions, and provides transparency into what levers can be pulled to maximize opportunity with the excess/shortfalls in staff (barrier time, attainment, etc.).  As an organization, this will result in tighter actual-to-forecast variances, which ultimately leads to better operating expense outcomes.

  • Requires solution-based strategic thinking to enable the business to operate as lean as possible without sacrificing quality or risking metric results
  • Complete monthly production cycle and analysis – reviewing and trending actuals; analyzing historical data and applying decision making skills to generate the most appropriate staffing forecast (takes into consideration excess/shortfall results and how best to leverage these to maximize financial position for the organization)
  • Support periodic capacity planning reengineering projects – improve existing models to allow for more effective business decisions regarding overall capacity; leverage business knowledge and relationships with functional leads to provide recommendations on how best to improve the modeling capabilities
  • Participate in monthly operating reviews with functional leads and other key matrix partners – communicate monthly results and the respective impact to the forecast; review recommendations on how best to utilize excess/shortfall positions and provide recommendations on adjustments needed to the forecast
  • Participate in capacity support meetings – hiring plans, inventory review, and short-term touch points – leveraging capacity knowledge to bring any thoughts, concerns or recommendations to the table; challenge, when appropriate
  • Perform ad-hoc analyses to respond to capacity-related questions from matrix partners
  • Participate in meetings and 1x1s


  • Bachelor’s degree in Mathematics, Statistics, Analytics or Business or equivalent work experience mastery
  • Minimum of 5 years’ experience in resource planning for call center operation, Medicare / Medicaid experience a plus
  • Minimum of 3 years’ experience in Capacity Planning/Long Term forecasting
  • Strong analytical, written, and oral communication skills
  • Advanced Excel proficiency
  • Proven track record of relationship building and influencing/collaboration skills within and across organizations
  • To drive continuous improvement candidate will need to be self-motivated and possess strong leadership qualities
  • Willing to travel up to 10% within US
  • Knowledge of expense management, optimizing call center performance metrics, and customer impact