Resource Planning Analyst

CVS Health

21h

About The Position

Resource Planning Analyst is responsible for the real-time monitoring including current and upcoming week analysis including management of work and resources across multiple queues to maintain appropriate service/inventory level performance. Analysis includes the real-time readjustment of work forecasts (Volume and Rates/AHT) by utilizing Verint (or current/relevant Workflow/WFM tool) mid-day/mid-week and influences/coordinates solutions to parallel operations partners as needed to account for those adjustments. Those solutions would be (but are not limited to): Utilization of resources from across groups/queues VTO/OT needs Schedule adjustments to optimize service level performance and agent occupancy Analysis of impact and approval of all scheduling activity within owned queues such as Movement/Utilization of Resources to/from other areas, Agent Schedule Adjustments, Same Day Schedule Adjustments, Training, Team Meetings, etc. Ensures closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity requirements. Works in conjunction with Peers, Leaders, and Vendor Management to implement tactics dependent on the line of business performance or service impacting events. This role is the main communication coordinator for any service impacting event, including internal site and external vendor impacts for their specific area/line of business/queues. They are also responsible for being the central point of contact to handle communication and action plans around any implemented contingency plans. Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, ensuring skilling script accuracy. Owns planning, coordinating, and scheduling optimal times for unplanned non-production activities including trainings, meetings, etc. Owns daily morning readout covering the prior day performance, current day/week outlook and following week outlook with Operations and other key stakeholders.

Requirements

Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
Minimum 3 years experience in utilizing Verint workforce management software or similar application.
Proficiency utilizing Microsoft Excel for data analysis
Ability to learn quickly while understanding and solving new problems
Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations
Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills

Nice To Haves

Knowledge of healthcare and/or pharmacy benefits management organizations
Specialty Pharmacy Experience
MS Office, Tableau, Power BI
Ability to work extended hours including evenings, weekends, and holidays.

Responsibilities

Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.