Resource Planning Senior Analyst, RTA - Evernorth - Remote
About The Position
The Resource Planning Senior Analyst collaborates with the Resource Management Team, Market Directors, and Managers to execute daily and weekly calling strategies based on forecasted volumes, offline needs, attendance, and other business obligations. The role develops balanced, level-loaded skilling plans using demand and capacity analysis, monitors systems and call metrics throughout the day, and adjusts campaign resource allocations to support service-level attainment. The position also provides technical support for call center, production, and phone systems; tracks and reports call trends, productivity, and service levels; communicates performance and scheduling updates; and responds to requests through the Wrike platform. The required schedule is Sunday through Thursday, 9:00 a.m. to 5:30 p.m. EST, with flexibility to cover alternative schedules, including overnight. Remote work requires cable broadband or fiber internet with at least 10 Mbps download and 5 Mbps upload.
Requirements
- High school diploma or GED.
- At least 1 year of experience in resource management or workforce planning.
- 2 years of experience in a call center environment.
- Willingness to work Sunday through Thursday, 9:00 a.m. to 5:30 p.m. EST, and accommodate alternative schedules as needed for team PTO coverage, including overnight.
- Experience with real-time management systems and tools, such as Verint, Amazon Connect, or similar.
- Knowledge of Microsoft Office software.
- Demonstrated understanding of call center processes and procedures.
- Excellent oral and written communication, presentation, and facilitation skills.
- Ability to adapt in a dynamic work environment and make independent decisions.
- Demonstrated ability to manage multiple projects simultaneously and prioritize workload.
- Advanced problem-solving skills, attention to detail, and ability to work collaboratively with other departments to resolve complex issues with innovative solutions.
- For work performed at home occasionally or permanently, an internet connection through a cable broadband or fiber optic provider with speeds of at least 10 Mbps download and 5 Mbps upload.
Nice To Haves
- Bachelor's degree preferred.
- Knowledge of Express Scripts call center systems and platforms preferred.
- Knowledge of the PBS industry or managed care industry preferred.
Responsibilities
- Track real-time call volume and trends to monitor staffing levels and assess the need for skilling changes.
- Maintain employee profiles and reallocate resources to accommodate different types of calls.
- Monitor call queues to ensure metrics are met.
- Monitor compliance with client-specific performance guarantees, adjust skilling, and promptly notify management of problems.
- Provide technical support for systems and phone problems within PBS; troubleshoot call center, production, or phone systems; follow up until issues are resolved and maintain an issue log.
- Provide call center management with reports on call trends, productivity, and service levels, and run ad hoc reports as requested.
- Communicate performance and scheduling updates at Daily Production Meetings.
- Respond to incoming requests to the Wrike platform within 24 hours.
- Perform additional duties as assigned.
Benefits
- Medical, vision, and dental benefits starting on the first day of employment.
- Well-being and behavioral health programs.
- 401(k).
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year.
- Paid holidays.
- Leaves of absence.
- Eligibility to participate in an annual bonus plan.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
