Resource Planning Analyst

CVS Health•Work At Home-Arizona, NV

1d•$43,888 - $102,081•Remote

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Resource Planning supports multiple Clinical Operations programs by monitoring real-time volume and staffing, making intraday adjustments, and producing reporting that helps teams meet service level, performance, and turnaround time (TAT) targets across a multi-skill, multi-site environment.

Requirements

2+ years in a high-volume customer service/call center environment
1+ year analyzing, consolidating, and interpreting data for volume planning/forecasting or performance reporting
6+ months supporting intraday/real-time monitoring and queue management using workforce management and/or telephony tools (e.g., Five9, Avaya CMS, Verint WFM, NICE, Aspect)
Ability to prioritize multiple tasks with strong attention to detail in a time-sensitive environment
Strong written and verbal communication (email/Teams/presentations) with cross-functional partners
Ability to identify, analyze, and solve operational problems using multiple data sources

Nice To Haves

3–5 years workforce management experience in a high-volume environment
Experience with forecasting and scheduling in a PBM setting
Comfort working with large data sets and reporting outputs
Strong communication skills and ability to learn new tools quickly
Associate’s/Bachelor’s degree (or equivalent combination of education and experience) preferred

Responsibilities

Monitor real-time volume and queues (inbound/outbound calls, faxes, back-office work) and non-production time (meetings, training) using tools such as Five9, Verint WFM, CAS offline queues, and other workforce management systems as applicable
Make intraday staffing, schedule, and skill adjustments to meet service levels, turnaround time (TAT), performance and adherence goals
Create, maintain, and distribute reporting and workforce data in Verint WFM and other applicable databases/resources
Participate in and present staffing updates, forecasts, and risks in routine meetings (daily/weekly/quarterly) with business partners and internal teams
Maintain professional, timely correspondence via email/Teams to support operational needs and service levels
Support PTO review, and system set-up for new hires and terminations as needed
Continue development of workforce management and analytics skills to grow within the function