Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for skilling changes. Maintain employee profiles and reallocate resources to accommodate different types of calls. Monitor all call queues to insure meeting metrics. Monitor compliance to client-specific performance guarantees, adjust skilling accordingly and notify management of problems as soon as possible. Serve as a technical support for systems and phone problems within Pharmacy Benefits Manager (PBM). Troubleshoot call center system, production systems, or phone problems. Follow-up on issues until resolved and maintain issue log. Provide reports to call center management on call trends, productivity, quality, service levels and cost per call. Run ad hoc reports as requested.
Bachelor's degree preferred
2 years’ experience in a call center environment
Knowledge of ESI’s call center systems and platforms preferred.
Knowledge of PBM industry/Managed care industry preferred.
Time Management
MS Word
Real Time Management
Workforce planning
Resource management
MS Excel skills
Demand and capacity analysis
Verbal communication
Driven and self-motivated
written communication
Attention to detail and accuracy
Multi tasker
Flexibility and adaptability
According to JobzMall, the average salary range for a Resource Planning Analyst is $38,000 to $72,000 per year. This range is based on the job market in the United States. The salary range can vary depending on the location, experience, and other factors.
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Cigna Corp. provides medical, dental, disability, life and accident insurance and related products and services to businesses, governmental and non-governmental organizations and individuals. It operates through following segments: Global Health Care; Global Supplemental Benefits; Group Disability and Life; Other Operations; and Corporate.
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