Resource Planning Analyst

CVS Health • Sacramento, CA

382d • $43,888 - $102,082

About The Position

The Resource Planning Analyst at CVS Health will support initiatives for the Verint I360 application, serving as a business application support specialist. This role involves partnering with business units to recommend best practices, assisting in organizational build-out, and developing standard operating procedures based on tactical priorities. The analyst will collaborate with cross-functional teams and vendors to strategize and lead changes, acting as a subject matter expert on key projects involving the Verint I360 application.

Requirements

• 3-5 years' experience with Workforce Management tools and systems (e.g., Avaya CMS, Verint I360).
• At least 2 years in a high-volume customer service environment with workforce management/resource planning experience.
• Knowledge of staff planning, workload distribution, and trend analysis.
• Strong communication, presentation, and interpersonal skills.
• Attention to detail and a strong drive to ensure data integrity.
• Strong PC skills, including Excel and other MS Office applications.

Nice To Haves

• 5+ years' experience with Workforce Management systems, preferably Verint I360.
• Experience in PBM workforce management solutions and operations.
• Small scale Project Management experience for 200+ seats.
• Operations queues and call routing data feed creation and configuration.

Responsibilities

• Support all initiatives for the Verint I360 application.
• Serve as business application support for the Verint Suite.
• Partner with business units to recommend best practices.
• Assist in the build-out of organizations by completing administrative functions within the Verint tool.
• Develop and revise standard operating procedures and processes based on long-term tactical priorities.
• Collaborate with cross-functional teams and vendors to develop and execute plans and strategies.
• Serve as a subject matter expert on all key projects involving the Verint I360 application.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan.
• Fully-paid term life insurance plan.
• Short-term and long-term disability benefits.
• Well-being programs.
• Education assistance and free development courses.
• CVS store discount and discount programs with partners.
• Paid Time Off (PTO) and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Health and Personal Care Retailers
• Education Level: High school or GED