Senior Manager, Resource Planning

CVS Health•Work At Home-Illinois, IL

1d•$75,400 - $182,549•Remote

About The Position

The Senior Manager, Resource Planning owns the operational results of Analysts and Senior Analysts supporting multiple queues within a specific Line of Business. The role sets priorities across near-term execution and longer-range planning, ensures plans are handed off effectively, and holds the team accountable for service level, short-range forecast accuracy, schedule effectiveness, and occupancy cost accountability. The position supports Resource Planning strategy and patient experience, quality, and financial goals, working with Specialty teams and leaders across the organization. The Senior Manager applies workforce management tools and processes, influences others, and leads workforce migration strategy across cross-functional organizations. The role is accountable for team development along a defined career path: Analysts focus on intraday management, schedule adherence, and forecasting through two weeks, while Senior Analysts work on planning three weeks and beyond in partnership with Mid-Range Planners. The manager coaches team members, assesses readiness for advancement, and develops talent for future planning roles. The role collaborates across departments to analyze data and guide decisions supporting Line of Business objectives. It leads a blended planning model that manages phone activity and off-phone work-in-progress (WIP) as an integrated workload. This includes forecasting and staffing WIP alongside call demand, monitoring backlog, aging, and turnaround time, and setting prioritization rules for shifting staff between phone and off-phone work. Analysts balance phone and WIP coverage in the near term, while Senior Analysts include WIP in longer-range capacity plans with Mid-Range Planners. The role also leads initiatives to improve blended efficiency and team capabilities. The position is remote and candidates may live anywhere in the United States.

Requirements

7 or more years of work experience.
5 or more years of Resource Planning or equivalent operational experience in a multi-site environment.
5 or more years of experience using Five9 or a similar ACD system for contact center management and reporting.
5 or more years of experience using Nice/IEX workforce management software or similar applications and back office.
Experience conducting root cause investigations, solving problems, articulating conclusions, and making recommendations.
Proficiency using Microsoft Excel for data analysis.
Effective and confident communication, with excellent analytical, written, and verbal skills.
Ability to learn quickly and understand and solve new problems.
Bachelor's degree or equivalent experience.

Responsibilities

Lead Analysts and Senior Analysts to deliver phone and WIP performance results, partnering with Mid-Range Planning.
Coach and develop the team in resource planning functions and support progression along defined career paths.
Set priorities across near-term execution and longer-range planning, and ensure effective handoffs between planning horizons.
Hold the team accountable for service level, short-range forecast accuracy, schedule effectiveness, and occupancy cost accountability.
Collaborate with departments to analyze data and lead data-driven decisions supporting Line of Business objectives.
Lead blended planning for phone activity and off-phone WIP, including forecasting and staffing, backlog and turnaround monitoring, and work prioritization.
Participate in or lead projects that are crucial to Specialty growth.
Assist with ROI calculations for projects or tools supporting Specialty operations.
Lead service recovery steps when needed.
Lead initiatives to improve blended efficiency and team capabilities.