Senior Analyst, Resource Planning

CVS Health

1d•$46,988 - $122,400•Onsite

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. The Senior Analyst in Workforce Management will leverage in-depth knowledge and expertise to allocate and optimize resources effectively, contributing to strategic decision-making within the organization. This role is pivotal in ensuring efficient resource utilization through data analysis, capacity planning, and scheduling optimization. The Senior Analyst will also collaborate with key stakeholders, drive process improvements, provide valuable insights, and mentor junior team members.

Requirements

Minimum of 3-5 years of experience in workforce management, analytics, or a related field, preferably within a back office, vendor support or service-oriented environment.
Proficiency in workforce management software (e.g., Verint, NICE) and advanced Excel skills for data analysis and reporting.
Strong analytical and problem-solving skills, with the ability to interpret complex data sets and make data-driven decisions.
Excellent verbal and written communication skills, with the ability to convey complex information clearly to various stakeholders.
Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.
Willingness to learn new systems and processes, with a proactive approach to professional development.
4+ years of experience with Microsoft Office Suite, particularly advanced Excel skills (macros, reporting, trend analysis).
A combination of two or more of the following: Experience collaborating with internal and external partners to analyze needs and requirements.
2 years of experience managing projects related to financial, utilization, and business needs.
2 years of experience in staffing level determination and adjustment recommendations.
2 years of experience maintaining WFM data sources and user performance data.
2 years of experience with Verint and/or Nice, including data analysis and building filters for site campaigns.
2 years of experience in queue monitoring and analysis to assess scheduling rates and forecasts.
2 years of experience in multi-site oversight, communication, and training on WFM skills.
Project management experience leading projects from start to finish with minimal guidance.
2 years of real-time data analysis experience, including call center or backend operations reporting.

Nice To Haves

Strong analytical thinking and attention to detail.
Proficiency in Microsoft Excel and communication skills.
Familiarity with NICE Workforce Management Tool.

Responsibilities

Analyze and interpret operational data to ensure consistent and compliant operations that support the organization’s critical deliverables.
Develop and manage staffing models to attract and cultivate top talent, ensuring continuous organizational growth and development.
Coordinate the integration of resource management systems to optimize resource utilization metrics, ensuring the availability and accessibility of necessary resources for business operations.
Assess the organization’s supply requirements to allocate resources—such as personnel, equipment, and supplies—effectively across various departments and facilities.
Implement process improvements throughout the organization to enhance operational efficiency and compliance.
Analyze financial data, historical trends, and operational needs to forecast resource requirements, ensuring alignment with budgetary parameters and the organization’s strategic objectives.
Advise management on resource planning initiatives by providing recommendations on staffing levels, equipment utilization, and supply management to optimize resource allocation and enhance operational efficiency.
Provide leadership and guidance to junior team members, fostering engagement, improvement, and growth to ensure high performance.
Ensure that necessary resources are readily available to meet business objectives and maximize organizational productivity.
Manage WFM applications by analyzing schedules, short-term forecasts, and campaign performance, while overseeing the queue monitoring process.
Collaborate with key stakeholders to gather and analyze requirements for short-term forecasting.
Lead projects related to financial, utilization, and business needs.
Assist in determining appropriate staffing levels and make adjustment recommendations to meet budget targets.
Maintain access to WFM data sources and user rosters, providing performance data to operations leaders.
Interact regularly with senior leadership and facilitate meetings as needed.
Demonstrate initiative and a willingness to learn, becoming a subject matter expert within the business.