Senior Manager, Provider Call Workforce Planning

The Senior Manager Provider Call Workforce Planning is responsible for leading forecasting, short‑term planning, scheduling, and real‑time workforce management for Provider Call Operations. This role ensures staffing strategies are aligned to demand, service level objectives, and financial targets across a complex, multi‑site contact center environment.

The Senior Manager partners closely with Operations, Finance, and Global Service Partners to develop forecasts and translate into executable staffing plans, proactively manage risk, and drive daily performance outcomes.

Key Responsibilities

• Leads team of long and short range forecasters, schedulers and real time administration.
• Lead long and short‑term demand forecasting, including call volume, handle time, and interval‑level projections.
• Translate long‑range forecasts into actionable short‑term staffing and capacity plans.
• Analyze forecast accuracy, identify variance drivers, and implement continuous improvements to planning assumptions and models.
• Oversee schedule development and optimization to meet service, productivity, and cost targets.
• Ensure schedules account for shrinkage, skill mix, attrition, training, and operational constraints.
• Partner with Operations and Enablement teams to incorporate onboarding, training, and change initiatives into staffing plans.
• Lead real‑time management strategy and intraday execution to respond to demand variability and performance risk.
• Establish intraday governance, playbooks, and escalation paths to support service level performance.
• Monitor daily service, backlog, and productivity performance and proactively mitigate risks.
• Lead, coach, and develop teams across short‑term planning, scheduling, and real‑time management functions.
• Serve as the primary workforce planning point of contact for Provider Call Operations leadership.
• Provide clear, actionable insights on staffing risks, trade‑offs, and opportunities.
• Lead workforce planning transformation initiatives, including process standardization and tool enhancement.

Required Qualifications

• High School Diploma required, Bachelors 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 and challenge status quo and create opportunity for efficiencies.
• 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.

Candidates who reside within 50 miles of the following locations may be asked to work in person on a hybrid schedule (three days per week): Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, or Scottsdale, AZ.

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 annual salary of 104,400 - 174,000 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, 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), 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, click here.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

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.