Real-Time Healthcare Resource Planner

CVS Health Corporation; Idaho; Ibrido; USD 44.000 - 102.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, vision coverage

Paid time off

Retirement savings options

Wellness programs

Descrizione del lavoro

CVS Health is seeking a Resource Planning Analyst to monitor real-time queues, forecast workloads, and optimize staffing. You will coordinate with Operations, Vendor RP, and peers to adjust schedules and ensure service levels across multiple queues.

Responsibilities include validating agent skilling, analyzing metrics in Verint/Five9/CMS, and communicating contingency plans during events. Minimum 4 years in planning, strong Excel skills, and healthcare familiarity preferred.

Competenze

• Minimum 4 years Resource Planning or equivalent Operational experience in multi-site environment.
• Experience with Avaya CMS Supervisor, Five9 or similar ACD systems for contact center management.
• Experience with NICE/IEX workforce management software or similar application.

Mansioni

• Identify and act on actions to achieve outcomes; monitor and manage work in real time across queues.
• Attend meetings to ensure closed loop communications and proper capacity forecasting.
• Ensure accuracy of agent skills and attributes in system platforms (Verint, CMS, Five9, Rx processing).
• Communicate service impacting events and quantify operational impact to planning teams and leadership.

Conoscenze

Resource planning

Analytical skills

Effective communication

Excel proficiency

Stakeholder management

Formazione

High School Diploma

Bachelor's Degree - Preferred

Strumenti

Avaya CMS Supervisor

Five9

NICE/IEX

Descrizione del lavoro

CVS Health is seeking a Resource Planning Analyst to monitor real-time queues, forecast workloads, and optimize staffing. You will coordinate with Operations, Vendor RP, and peers to adjust schedules and ensure service levels across multiple queues.

Responsibilities include validating agent skilling, analyzing metrics in Verint/Five9/CMS, and communicating contingency plans during events. Minimum 4 years in planning, strong Excel skills, and healthcare familiarity preferred.