Senior Manager, Resource Planning

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🔥 1 minute ago

🌵 Arizona, Illinois, +2 more states – Remote

🌵 Arizona – Remote 🌽 Illinois – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote

💵 $75.4k - $182.5k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 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

• Lead Analysts and Senior Analysts to deliver phone and WIP performance results, partnering with Mid-Range Planning • Coach and develop the team on resource planning functions • Participate in or lead projects crucial to specialty growth • Assist in ROI calculations for new projects or tools supporting specialty operations • Lead service recovery steps when needed • Set direction and priorities across near-term and longer-range planning horizons • Ensure seamless handoff from longer-range plans into near-term execution • Hold the team accountable for Service Level, Short Range Forecast Accuracy, Schedule Effectiveness and Cost Accountability metrics • Lead workforce migration strategy across cross-functional organizations • Analyze data and lead data-driven decisions supporting Line of Business objectives • Lead a blended planning model integrating phone activity and off-phone work-in-progress • Forecast and staff WIP volumes alongside inbound and outbound call demand • Monitor backlog, aging and turnaround time, and establish prioritization rules for staff flexing between phone and off-phone work • Lead initiatives that improve blended efficiency and build team capabilities

🎯 Requirements

• 7+ years of work experience • 5+ years of Resource Planning or equivalent Operational experience in a multi-site environment • 5+ years of experience utilizing Five9 or similar ACD system for contact center management and reporting • 5+ years of experience utilizing Nice/IEX workforce management software or similar applications and back office • Experience performing root cause investigation, problem solving, articulating conclusions and making recommendations • Experience/proficiency utilizing Microsoft Excel for data analysis • Bachelor's degree or equivalent experience • Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills • Ability to learn quickly while understanding and solving new problems

🏖️ Benefits

• CVS Health bonus, commission or short-term incentive program • Award target in the company’s equity award program • Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being

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