Note: The job is a remote job and is open to candidates in USA. CVS Health is a health care company focused on creating a more connected, convenient, and compassionate health experience. The Resource Planning Analyst supports Clinical Operations by monitoring real-time volume and staffing, making intraday adjustments, and producing workforce reports to help meet service-level, performance, and turnaround-time targets.
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
Skills
- 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
- High School Diploma or equivalent GED
- 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
Benefits
- Remote work — open to all US states
- This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
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