Real-Time Resource Planner

CVS Health Corporation; Austin (TX); On-site; USD 44,000 - 102,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Job summary

CVS Health is seeking a Resource Planning Analyst to monitor real-time queue performance, forecast adjustments, and coordinate with operations to optimize service levels across multiple queues. This role leverages Verint workflows and cross-functional collaboration to handle dynamic staffing needs.

The ideal candidate brings substantial experience in contact-center planning, proficiency with CMS/Five9/NICE tools, and strong analytical skills to drive informed scheduling decisions.

Qualifications

• Min 4 years in Resource Planning or equivalent in a multi-site environment.
• Min 4 years experience with Avaya CMS Supervisor and Five9.
• Min 4 years experience with NICE/IEX WFM software.
• Proficient in Microsoft Excel for data analysis.
• Strong communication and analytical skills.

Responsibilities

• Monitor and manage real-time work within assigned queues to meet service level performance and occupancy targets.
• Attend meetings to ensure closed-loop communications around deviations to metrics and capacity needs.
• Ensure accuracy of agent skilling across Verint, Avaya CMS, Five9, and SPRx systems.
• Communicate service impacting events and quantify operational impact to relevant teams.
• Coordinate unplanned non-production activities such as trainings and meetings.

Skills

Excel

Education

High School Diploma or GED

Bachelor Degree

Tools

Avaya CMS

Five9

NICE/IEX WFM

Job description

CVS Health is seeking a Resource Planning Analyst to monitor real-time queue performance, forecast adjustments, and coordinate with operations to optimize service levels across multiple queues. This role leverages Verint workflows and cross-functional collaboration to handle dynamic staffing needs.

The ideal candidate brings substantial experience in contact-center planning, proficiency with CMS/Five9/NICE tools, and strong analytical skills to drive informed scheduling decisions.