Resource Planning Senior Analyst - HIH - Evernorth

Workforce Optimization – Intradiem System Senior Analyst: The Intradiem Analyst supports the Intradiem software application, which drives contact center automation to directly support agents. This role will be responsible for supporting the execution of work requested by the Intradiem Product Owner, workforce leadership, and operation business partners.
This role will be responsible for data gathering, analysis, and requirement visualization to support driving new Intradiem functionality from conception to delivery. The position will also involve a level of innovative thought and execution to contribute to continued expansion of the software, and ongoing optimization to refine systemic rules to continuously meet the needs of supported businesses.
This role requires an understanding of call center concepts and challenges, along with skills to collect, analyze, and interpret data, and translating data insights into actionable business recommendations. The goal is to provide best-in-class strategies and support across multiple product lines to identify the most effective processes, configuration, and user experience.

Specific Responsibilities:
Serve as point of contact for businesses utilizing Intradiem software to maintain existing strong relationships.
Proficiency in using data to identify trends, draw insights, and make informed recommendations.
During new use case or new business deployment, responsible for supporting efforts to identify and gather requirements, provide insight and recommendations, and offer implementation support, all to drive the deployment from conception to delivery. Post-deployment, conduct regular data analysis to validate effectiveness of Intradiem software and identify additional opportunities.
Identify and define business metrics and reporting needs and utilize data-driven decision-making to accurately resolve communicated issues, evaluate project performance, and continuously improve processes.
Effectively support application with multiple WFM and ACD providers, and champion design and strategy to streamline functions and processes as providers are consolidated.
Other duties as assigned.

Qualifications:

• 3-5 years of work experience
• Intermediate to Advanced Excel and Power Point knowledge required.
• Clear understanding of workforce management concepts, challenges, and goals.
• Strong execution, strategic-thinking, and influencing skills.
• Ability to work with a high sense of urgency.
• Ability to turn data into a compelling narrative with clear, actionable recommendations. Strong skills in data visualization and presentation to effectively communicate insights to stakeholders.

About Evernorth Health Services