Job type full-time
Full job description
Work location: work from home across the usa
The ifp sales operations workforce management analyst is an important contributor to the success of the sales call center operationsReporting to the sales operations senior manager, you will be responsible for forecasting call volumes and required staffing, daily call allocations management, and performance reportingYou will also lead connecting marketing campaigns to the sales contact center infrastructure and crm to enable the marketing team to measure the success of various marketing tactics.
Call volume forecasting and determining required sales agent call center staffing
Daily/intra-daily call allocation management and queue assignments, collaborating with internal or external call center teams responsible for agent scheduling.
Communicate with external call center partner organization and/or internal call center agents to ensure schedule and activity adherence.
Analyzing and forecasting patterns for varying call types with recommendations to drive efficiency and productivity
Document/maintain all workforce management and contact center software processes and procedures.
Set up marketing campaigns in the telephony infrastructure and collaborate with salesforce it team to enable dashboard reporting of results.
Provide administrative support to sales operations call center team.
Bachelor`s degree or high school diploma with equivalent work experience
2+ years of experience in workforce management in a call/contact center environment, including experience with skills routing technology, forecasting, scheduling, and intra-day management required
Experience with workforce optimization software and telephony platforms (exIex, verint, nice, avaya, cms, cisco or equivalent) and automated call distributors (acds) and computer-telephone integration (cti) automation
Strong analytical, critical thinking and problem-solving skills coupled with advanced knowledge of microsoft excel and reporting tools
Good presentation skills with the ability to create and deliver comprehensive post-mortem analysis
A bility to grasp the big picture, champion the vision, chart a course of action and deliver resultsStrong problem-solving skills
Natural collaborator and influencer with exceptional interpersonal skills
Ability and willingness to work on evenings and weekends as needed during peak periods
This position is not eligible to be performed in colorado.
Cigna corporation exists to improve livesWe are a global health service company dedicated to improving the health, well-being and peace of mind of those we serveTogether, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millionsThrough our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovationWhen you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s livesWhat difference will you make?
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.
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