Prepares and presents KPIs and Incentive reports by weekly, monthly, quarterly and yearly to manager and SLT
Analyze customer data to comprehend customer's behaviors to improve service level
Present key finding and recommendations to team managers on strategic planning
Work with department managers to create data collection guidelines for internal use.
User power BI to develop team's performance tracking
Lead discussion on KPI driving and strategic planning.
Assist the forecasting & scheduling analyst in developing forecasting models to predict all contact volume.
Analyze contact volume patterns by campaigns, contact group, queues and agents' skillsets
Create other reports and special projects
Skill needed
Skill in MS Office, MS SQL, MS Power BI
Presentation and Communication
About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?