Real-Time Healthcare Resource Planner

CVS Health Corporation; Connecticut; Hybrid; USD 44,000 - 102,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement savings options

Wellness programs

Bonus eligibility

Job summary

CVS Health is seeking a Resource Planning Analyst to monitor real-time operations and manage staffing across multiple queues, ensuring service levels and occupancy targets are met. You will adjust forecasts mid-day using Verint or similar tools and coordinate with operations teams to optimize scheduling and communications.

The role requires strong Excel skills, multi-site experience, and the ability to analyze data and communicate findings clearly.

Qualifications

• Minimum 4 years Resource Planning or equivalent Operational experience in multi-site environment.
• Minimum 4 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
• Minimum 4 years experience in 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; communicate effectively with strong analytical, written, and verbal skills.

Responsibilities

• 65% - Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements.
• 20% - Attend meetings to ensure closed loop communications around deviations to metrics affecting capacity.
• 10% - Ensure accuracy of agent skilling and attributes within Verint, Avaya CMS, 5Nine and SPRx system.
• 5% - Communicate service impacting events and quantify operational impact to all Resource Planning teams and leaders.

Skills

Excel

Analytical skills

Communication skills

Problem solving

Cross-functional teamwork

Education

High School Diploma or GED

Bachelor's degree

Tools

Avaya CMS

Five9

NICE/IEX

Verint

Job description

CVS Health is seeking a Resource Planning Analyst to monitor real-time operations and manage staffing across multiple queues, ensuring service levels and occupancy targets are met. You will adjust forecasts mid-day using Verint or similar tools and coordinate with operations teams to optimize scheduling and communications.

The role requires strong Excel skills, multi-site experience, and the ability to analyze data and communicate findings clearly.