Posted On: 03-02-2022
Position Title: Verint Forecasting Planner
Job Location: Work from home
- The job profile for this position is Resource Planning Advisor, which is a Band 4 Senior Contributor Career Track Role.
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
The job profile for this position is Resource Planning Advisor which is a key member of the Workforce Management team. This role is responsible for forecasting multi-channel volume for our internal business.
Through a strong understanding of business objectives, strategy and pain points, the Resource Planning Advisor is responsible for delivering timely, accurate forecasts supporting ongoing strategy while accounting for actual results.
Job Description Summary:
Provides advanced professional input to complex Customer Service assignments/projects. Supports and provides direction to more junior professionals. Assists in the management of the departmental operations for the call center. Monitors the application of the traffic and scheduling function, including policy and procedures, operating structure, and information flow. Independently analyzes contact center trends in order to predict long and short-term staffing needs. Analyzes and summarizes operational data for management. Works autonomously, only requiring “expert” level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Resource Planning.
Supports all forecasting functions in a complex contact center operation. Create forecasts both long and short range for multi-channel contact center.
- Utilize WFM system to generate schedules based on forecasts to meet business needs
- Develops short-range multi-channel forecasts by performing current and retrospective analyses based on historical volume, while taking into consideration, current trend, seasonality, daily distribution, and planned events such projects, mailings, and benefit changes.
- Utilize appropriate software to ensure accurate interval-level volume and productivity forecasting for internal and external vendor as appropriate. Construct weekly staffing plans to identify staffing surplus/shortages; collaborate with the Resource Management Team, Site Directors, and Managers to develop action plans focused on achieving performance goals at the lowest cost for the business.
- Other special projects as assigned
High school diploma or equivalent
2 – 3 years in customer service/contact center planning environment
Minimum 2 years’ experience with Verint WFM
Six Sigma Certification (preferred)
Computer or Other Skills:
Excellent phone, oral and written communication skills, organizational and problem solving skills. Solid knowledge of Microsoft Office, EXCEL, PowerPoint, Internet, and email.
Knowledge and Abilities:
Demonstrated understanding of contact center processes and procedures, and problem solving skills. Ability to adapt in a dynamic work environment and make independent decisions with strong teamwork orientation. Detail oriented with strong interpersonal skills
This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated against COVID 19 if they choose to come onsite
This role is also anticipated to be eligible to participate in an annual bonus plan.
Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we’ll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and best in class 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 dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the “Life at Cigna” tab on our careersite: www.cigna.com/careers
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.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.