Resource Planning Advisor, Forecasting - Evernorth - Remote

POSITION SUMMARY

Our Health Services Organization is comprised of a national network of wholly-owned home delivery pharmacies and patient care contact centers. The Resource Management team helps the contact center team achieve its business goals by optimizing operational performance. This is accomplished using a shared service model with specialized advisors who provide business data insights and analytics support in order to ensure exceptional service outcomes for our members and clients.

Accurate demand forecasts are essential for managing the cost and quality of the service we provide to our customers. As the Resource Planning Advisor, you are responsible for long range forecasting, project analysis, consolidation of actual volume and cost information and ad hoc analytical support.  The Resource Planning Advisor collaborates with finance, operations partners and others to ensure the accuracy of our financial results, variance drivers, and risk mitigation plan.

This is a high visibility role that works across the contact center leadership team. The position requires good forecasting skills, the ability to develop effective partnerships within the team and across the organization, and the analytical expertise to deliver forecasting models that are both statistically sound and easily explained.    

Candidates who reside within 50 miles of the following locations will require the flexibility to perform onsite 3 days per week:  Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.   

What you will do

• Developing and managing long range volume and expense forecasting models and monitoring operational performance.
• Analyze customer data such as contact volume, communications, and client or internal business changes, maintain and improve inbound member call forecasting models.
• Partner with teams across the broader enterprise to understand operational processes and requirements, and to identify continuous improvement strategies.
• Leverage data and predictive analysis to clearly articulate problems and influence decisions that support the strategic direction.
• Advise senior management of potential budgetary risks and coordinate with appropriate departments to resolve gaps, output issues, or other problems.
• Ensure that month end financial close is accurate and timely, working with workstream leaders, accounting, and finance.
• Consolidate data from numerous systems into a single source of truth.
• Communicate key information across the enterprise to build awareness of volume, metrics and significant variations in performance.
• Identify and implement technology to automate and improve the forecasting process.

What you will need

• BA/BS in Finance, Accounting, Economics or related field preferred
• 5+ years progressive workforce planning experience in contact center environment preferred- long/mid/short range forecasting, RTA, capacity planning, scheduling, etc.
• Budgeting experience preferred
• Proven experience in modeling sequential data, statistical forecasting, and time series models (ARIMA, SARIMA with seasonality and trends) preferred
• Strong analytical and technical skills
• Demonstrated knowledge of MS Office software, specifically Excel (v-lookups, pivot tables, macros), PowerPoint
• Knowledge of Hyperion, SQL, Python, R, or related software preferred
• Excellent communication (oral and written), facilitation, and presentation skills
• Proven ability to perform in-depth data analysis and present insights in a clear manner
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
• Ability to prioritize and meet timelines and deadlines
• Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions

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 76,500 - 127,500 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.

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