Posted on: 2-1-2016
Position Title: Resource Planning Senior Associate (req # 16000271)
Job Location: main offices for this department are in Nashville, TN and Houston, TX, we have other offices nationwide as well – possible Work from Home opportunity
Contact Information:
Company Name: Cigna-HealthSpring


This position can work from any location or WAH if currently WAH

Monitor intra-day call traffic and real time staffing to ensure service level goals are met. Through the use of WFM tools (including NICE/IEX WFM, Aceyus, Finesse, Cisco), responsible for managing real time impacts to call volumes and staffing levels and for creating awareness and driving a sense of urgency. Perform real time adjustments to agents’ schedules as needed.


  • Under general supervision, analyze call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation.
  • Creates short and mid-term forecasts for call center leadership.
  • Ensure that call center resources are utilized to meet required service level goals while contributing to a favorable work environment for employees
  • Monitor RTA systems, communicate real time changes and actions needed with sense of urgency to agents/leadership/support teams.
  • Process requests in accordance with workforce and operations policies
  • Approval and input of pre-planned and real time scheduling exceptions
  • Partner with IT and local operations to actively resolve real time issues
  • Run/analyze/communicate recurring and ad hoc reports
  • Performs special projects as assigned


US Candidates Only: Qualified applicants will be considered for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status. If you require a special accommodation, please visit our Careers website or contact us at

  • Requires competency in strategic thinking, organizing, customer focus, relationship building & influencing, talent management, results focus and inspirational leadership.
  • Experience and understanding of call center dynamics, including staffing, queues, and performance measurements
  • Must be flexible, able and willing to work any hours/days
  • High degree of reliability and exemplary attendance record
  • Must be able to manage multiple streams of information: we communicate via email, phone, instant messenger, and in person or WebEx
  • Working knowledge of NICE WFM/Aceyus/Finesse/Cisco preferred
  • Intermediate to Advanced Excel skills. Must be capable of creating excel forecasts and models.
  • Demonstrated leadership skills with the ability to motivate others towards success.
  • Proven commitment to engaged leadership (development, support, motivation, etc.)
  • Strong communication skills and the ability to communicate appropriately at all levels of the organization.
  • Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus.
  • Strong situational analysis and decision making abilities.
  • Bachelor’s degree and one to three years of experience preferred
  • HS degree required