Job Description
Under general direction, manages all scheduling functions for Call center advocates in the areas of Medicare Member and Provider.Monitors results and ensures efficient distribution of staff schedules based on call pattern trends and results to ensure business needs are met. Maintains appropriate vacation allowances in the system and audits accordingly.Builds and maintains strong relationship with matrix partners to ensure scheduling consistencies across all areas.
Responsibilities - Timely management of staffing changes.
- Timely management of Network/Site/Product Scheduling
- Inputs off production into VERINT schedules
- Managing off production events in Intradiem
- Proactively identifies off production risks/opportunities
- Maintains VERINT Agent data
- Makes timely schedule recommendations for new hires & existing staff
- Acts with a sense of urgency
- Ensures attention to detail
- Identifies opportunities and participates in implementing improvements related to scheduling and staffing functions
- Conducts schedule optimization and schedule bidding in accordance with established guidelines.
- Receives and processes requests, e-mails and SharePoint submissions for scheduling needs and adjustments.
- Manage vacation allotments and audits
- Process PTO Bidding
- Serves as a point of contact for questions on scheduling policies and procedures.
- Manage business relationships and interactions with site managers, directors, CSAs, etc.
- Short term capacity analysis and recommendations
- Schedule: Monday - Friday 8-4:30 EST or CST
- Other duties as assigned
Qualifications - 2+ years of workforce management experience required
- High School Diploma or equivalent required, Bachelor's degree preferred
- Demonstrated analytical skills with call center background required
- Microsoft Excel knowledge required
- Ability to work in a Matrix environment
- Strong written and verbal communication skills
- Knowledge of VERINT preferred
- Knowledge of Intradiem preferred
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an hourly rate of 22 - 33 USD / hourly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and 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 paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .
About Cigna Healthcare Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
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.
If you require reasonable accommodation in completing the online application process, please email:
[email protected] for support. Do not email
[email protected] for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Job Tags
Hourly pay, Holiday work, Permanent employment, Temporary work, Local area, Remote job, Work from home, Monday to Friday,