Operations Associate Analyst

• Collaborate with cross-functional teams (Operations, BI, HR) to support long and short-term workforce planning.
• Design, develop, and maintain custom tools and dashboards in Microsoft Excel and Microsoft Access to streamline planning and reporting processes.
• Utilize QlikView to build and enhance interactive dashboards and visualizations for performance monitoring and decision-making.
• Maintain and update headcount (HC) reports with a strong attention to detail.
• Ensure data readiness for modelling and support timely, budget-conscious project delivery.
• Translate business requirements into functional specifications to enhance productivity.
• Participate in discussions on reporting requirements and design with matrix partners.
• Analyse performance data to identify trends and opportunities for improvement.
• Generate ad hoc reports on resource usage and performance metrics.
• Communicate insights and recommendations clearly to senior leadership (SV and Sr SV).
• Support intraday analysis and call volume reporting within the call center.
• Monitor staffing availability and ensure alignment with call volume forecasts.
• Ensure accuracy and timeliness of WFM-related requests and deliverables.
• Collaborate with planners to deliver accurate resource capacity forecasts.
• Perform second-level problem determination using monitoring and data tools.

• Education: Bachelor’s degree preferred or equivalent work experience.
• Experience: Minimum 3 years of experience in workforce planning, scheduling, and forecasting.
• Technical Skills:

• Communication: Strong verbal and written communication skills.
• Collaboration: Ability to work effectively in a virtual, cross-functional team environment.
• Analytical Thinking: Strong problem-solving skills and attention to detail.
• Multitasking: Ability to manage multiple priorities in a fast-paced environment.

• Analytical Thinking: Ability to interpret complex data sets, identify trends, and make data-driven decisions.
• Tool Development: Skilled in building scalable, user-friendly tools in Excel and Access to support planning and reporting.
• Visualization: Proficient in creating impactful dashboards and reports.
• Attention to Detail: Ensures accuracy in data reporting, forecasting, and documentation.
• Problem Solving: Proactively identifies issues and implements effective solutions in a timely manner.
• Communication: Clearly conveys information and insights to stakeholders at all levels.
• Collaboration: Works effectively with cross-functional teams, including Operations, HR, and BI.
• Adaptability: Thrives in a fast-paced, dynamic environment and adjusts to shifting priorities.
• Time Management: Manages multiple tasks and deadlines efficiently without compromising quality.
• Customer Focus: Understands internal client needs and delivers solutions that support business goals.
• Initiative: Takes ownership of responsibilities and seeks opportunities to improve processes and outcomes.

The Cigna Group