Analyst – Resource Planning

Job not on LinkedIn

🔥 33 minutes ago

🏈 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

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

👻 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

• Support Resource Planning functions for multiple Clinical programs within Clinical Operations to ensure appropriate staffing by department • Monitor Five9, MHK, People Safe, cloud-based or predictive dialers for inbound and outbound calls • Adjust staff, workflow, skills, and schedules to ensure service levels and performance goals are met • Create and maintain data in CMS, Five9, Verint WFM, NICE, and other applicable databases • Research and support operational staffing adjustments to maximize employee efficiency • Assist with forecasting and scheduling call center phone, offline, back-office, intraday, and real-time functions in multi-skill/multi-site environments • Monitor Avaya CMS, Five9, CAS offline queues, MHK, People Safe, Verint WFM, NICE, Aspect, Avaya Predictive Dialer, and CAS volumes • Monitor employee adherence to schedules • Participate in and present at ad hoc, daily, weekly, and quarterly meetings regarding workflow, scheduling, forecasts, and staffing changes • Provide and maintain reports and data in CMS, Verint WFM, and other applicable resources • Maintain professional and timely email correspondence • Review waitlisted PTO for additional approvals within business parameters • Perform system maintenance for employee new hires and terms • Work Monday through Friday within 7:00 AM to 8:00 PM EST based on business needs, with at least a monthly weekend rotation or as required

🎯 Requirements

• 2 years of experience in a high volume customer service environment with actual experience in workforce • 1 plus year(s) of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting • 6 months of experience in applied use of intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools, including cloud based and/or Avaya equivalent dialer program • Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel • Organize, prioritize and manage multiple tasks on a regular basis with high level of detail • Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources • Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information • Effective written correspondence through email, office communicator/Skype, and verbal communication for forecasting, scheduling, reports, data requests, and employee time off maintenance • Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups • Self-Motivated with a strong attention to detail and ability to work independently • Ability to work in a high production, time sensitive environment • Able to prioritize and manage multiple tasks • Demonstrates resourcefulness in problem-solving • Preferred: 3 to 5 years experience in high volume customer service environment with actual experience in workforce • Excellent communication skills • Ability to learn new software • Ability to think outside the box • Ability to obtain and analyze large sets of data • Experience with forecasting and scheduling in a PBM setting • High School Diploma or equivalent GED

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • CVS Health bonus, commission or short-term incentive program in addition to base pay • Individual Development of skills to maintain skill set and career advancement