Job Description

Workforce Management Senior Supervisor

The Resource Planning Senior Supervisor is a leadership role within Cigna’s Client and Customer Experience Workforce Management organization, accountable for Scheduling, Real Time, and Intradiem product delivery. This role leads a team of Resource Planning Scheduling and Real Time Analysts and partners closely with Workforce Leadership and Operations Leadership to ensure staffing plans are translated into effective schedules and actively managed intraday to protect service levels, cost, and customer experience. The Senior Supervisor provides advanced professional judgment, leads complex initiatives, and drives proactive, real-time decision making across multiple lines of business.

Qualifications:

• Candidates must have:
• High school diploma or GED required.

o 5 – 8 years of relevant WFM experience

• Bachelor’s degree preferred.
• 3+ years relevant experience.
• Demonstrated leadership skills; experience supervising remote staff and driving results in a virtual environment
• A strong candidate would have:

o Workforce planning experience in an operations environment

o Strong analytical and technical skills

o Demonstrated knowledge of MS Office software, specifically PowerPoint and Excel

o Prior experience with Workforce Management software (Aspect, Verint, NICE, etc.)

o Strategic thinking, communication, and presentation skills

o Proven ability to perform in-depth data analysis and present insights in a clear manner.

o Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions with minimal supervision.

o Ability to prioritize and meet deadlines.

• Advanced problem-solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.

Duties and Responsibilities:

Regularly collaborate with the Workforce and Operations Leadership Teams to provide strategic, operational, and tactical plans for resource deployment, leading the team to analyze call center trends to predict staffing needs, and summarize operational data for management. Work autonomously and maintain collaborative partnerships with matrix partners, team members, and direct reports. Exercise 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 to monitor trends. Lead operational efficiencies by driving partnership across the Enterprise Workforce Team, making sure recommendations enable proactive, accurate and timely business decisions, providing best-in-class service to our stakeholders and customers.

• Cultivate a high-performing team culture by providing regular coaching, skill development, and career growth opportunities, ensuring analysts are equipped with the technical and analytical capabilities required to meet evolving business needs.
• Drive business development within the Workforce organization by identifying capability gaps, championing process, tool enhancements, and fostering cross-functional collaboration that elevates workforce planning maturity across the enterprise.
• Provide strong people leadership through clear performance expectations, ongoing feedback, and talent development strategies that strengthen team readiness, engagement, and succession planning.
• Drive consistent quality and operational excellence by monitoring workflow accuracy, implementing regular quality checks, and guiding team to produce timely, efficient, and accurate results.
• Other duties as assigned.

Scheduling Ownership

• Lead the creation, validation, and optimization of schedules using WFM tools, making sure of alignment to forecasted volume, AHT, shrinkage, and service level targets.
• Identify forecast-to-schedule variances and partner with Operations to implement schedule adjustments that balance cost efficiency and service delivery.
• Conduct regular retrospective analyses of schedule effectiveness, identifying gaps, risks, and opportunities for improved coverage and flexibility.
• Oversee PTO, holiday, and shift bidding processes, seasonal schedule offers and observed/non-observed holiday scheduling strategies.
• Make sure of coordination of training, meetings, and offline activities within schedules to protect service level attainment.
• Serve as the central scheduling point of contact for multiple lines of business within Service Operations.
• Develop and maintain SOPs related to scheduling processes, making sure of continuous improvement and standardization.

Real Time Management Ownership

• Lead the team in monitoring intraday performance against service level, ASA, occupancy, and productivity targets.
• Drive proactive real-time actions including reforecasting, staffing rebalancing, OT/VTO recommendations, skill set adjustments, and intraday schedule changes.
• Make sure of timely identification and mitigation of off-production risks and opportunities.
• Oversee the execution and delivery of off-production events using Intradiem or equivalent tools.
• Establish and enforce real-time governance, thresholds, and escalation protocols.
• Provide accurate, transparent, and timely intraday communications to Operations and Workforce Leadership.

Equal Opportunity Statement

Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.