Resource Planning Analyst

Job not on LinkedIn

🕒 October 6

🏈 Alabama, Arizona, +41 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $43.9k - $102.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Monitor, analyze, and manage work within assigned queues in real time and within the current week • Adjust work forecasts for volume and rates/AHT using Verint or a relevant workflow/workforce management tool • Coordinate resource utilization across groups and queues, including VTO/OT needs and schedule adjustments • Analyze and approve scheduling activity within owned queues • Communicate with Resource Planning peers about metric deviations and capacity requirements • Implement tactics with peers, leaders, and Vendor Management based on line-of-business performance or service-impacting events • Coordinate communications and action plans for service-impacting events and contingency plans • Maintain colleague skilling profiles and skilling script accuracy in Verint, Avaya CMS Supervisor, and Five9 • Plan, coordinate, and schedule unplanned non-production activities such as training and meetings • Lead daily morning readouts covering prior-day performance and current and future outlooks • Attend meetings supporting closed-loop communications • Communicate service-impacting events and quantify operational impact to relevant teams and stakeholders

🎯 Requirements

• Minimum 4 years Resource Planning or equivalent Operational experience in multi-site environment • Minimum 4 years experience utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting • Minimum 4 years experience utilizing NICE/IEX 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 • Excellent analytical, written, and verbal skills • High School Diploma or General Equivalent Development (GED) - Required • 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

🏖️ Benefits

• CVS Health bonus, commission or short-term incentive program in addition to base pay • Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being