Senior Manager, Provider Call Workforce Planning
The Cigna Group
full-time
Posted on:
Location Type: Remote
Location: Arizona • Colorado • United States
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Salary
💰 $104,400 - $174,000 per year
Job Level
About the role
- Leading forecasting, short‑term planning, scheduling, and real‑time workforce management for Provider Call Operations
- Ensuring staffing strategies are aligned to demand, service level objectives, and financial targets
- Partnering closely with Operations, Finance, and Global Service Partners to develop forecasts
- Translating long‑range forecasts into actionable short‑term staffing and capacity plans
- Analyzing forecast accuracy, identifying variance drivers, and implementing improvements
- Overseeing schedule development and optimization to meet service, productivity, and cost targets
- Ensuring schedules account for shrinkage, skill mix, attrition, training, and operational constraints
- Leading real‑time management strategy and intraday execution to respond to demand variability
- Establishing intraday governance, playbooks, and escalation paths to support service level performance
- Monitoring daily service, backlog, and productivity performance and proactively mitigating risks
- Leading, coaching, and developing teams across short‑term planning, scheduling, and real‑time management functions
- Serving as the primary workforce planning point of contact for Provider Call Operations leadership
- Providing clear, actionable insights on staffing risks, trade‑offs, and opportunities
- Leading workforce planning transformation initiatives, including process standardization and tool enhancement.
Requirements
- High School Diploma required
- Bachelor’s degree strongly preferred
- 7+ years of workforce management experience in a contact center environment
- 5+ years of proven people leadership and cross‑functional collaboration skills
- Demonstrated experience leading forecasting, short‑term planning, scheduling, and real‑time management
- Strong analytical skills with the ability to translate data into operational decisions
- Experience supporting multi‑site, multi‑partner operations
- Experience supporting healthcare, provider operations, or regulated environments preferred
- Advanced proficiency with workforce management and forecasting tools required
- Experience partnering with offshore or Global Service Partners.
Benefits
- Health insurance
- Vision insurance
- Dental insurance
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
- Comprehensive range of health-related benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce managementforecastingshort-term planningschedulingreal-time managementanalytical skillsdata translationprocess standardizationtool enhancement
Soft Skills
people leadershipcross-functional collaborationcoachingdeveloping teamsclear communicationactionable insights
Certifications
Bachelor’s degreeHigh School Diploma