Real-Time Healthcare Resource Planner

CVS Health Corporation; United States; Remote; 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

Other resources

Job summary

CVS Health is hiring a Resource Planning Analyst responsible for real-time monitoring and weekly forecast adjustments. You will coordinate across queues, optimize schedules, and influence line-of-business capacity with Verint, Avaya CMS, Five9, and NICE/IEX tools.

The role focuses on maintaining service levels, occupancy, and communications with peers and vendors. You will lead morning readouts, handle contingencies, and ensure skilling data accuracy while collaborating with operations and

Qualifications

• Minimum 4 years Resource Planning or equivalent Operational experience in multi-site environment.
• Minimum 4 years experience with Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
• Minimum 4 years experience with NICE/IEX workforce management software or similar.
• 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 and confidently utilizing excellent analytical, written, and verbal skills

Responsibilities

• Identify and act on appropriate actions to achieve the desired outcomes.
• Attend meetings ensuring closed loop communications around deviations to metrics that impact capacity forecasting.
• Ensure accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, Five9 and the Rx processing system.
• Communicate service impacting events and quantify operational impact to all Resource Planning teams and leaders.

Skills

Excel

Analytical thinking

Problem solving

Communication

Learning quickly

Education

High School Diploma or GED

Bachelor’s degree - preferred

Tools

Verint

Avaya CMS Supervisor

Five9

NICE/IEX

Job description

CVS Health is hiring a Resource Planning Analyst responsible for real-time monitoring and weekly forecast adjustments. You will coordinate across queues, optimize schedules, and influence line-of-business capacity with Verint, Avaya CMS, Five9, and NICE/IEX tools.

The role focuses on maintaining service levels, occupancy, and communications with peers and vendors. You will lead morning readouts, handle contingencies, and ensure skilling data accuracy while collaborating with operations and