Resource Planning Advisor, Forecasting - Evernorth - Remote

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Requirements:

• 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

Responsibilities:

• 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.