Real-Time Resource Planner for Healthcare Operations

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement savings

Job summary

CVS Health Corporation is seeking a Resource Planning Analyst to monitor real-time workload across multiple queues, adjust forecasts, and coordinate staffing actions to maintain service levels. The role requires using Verint or similar tools, collaborating with cross-functional teams, and driving contingency planning to uphold performance.

A strong Excel and communication skill set is essential. The position emphasizes daily readouts, cross-team alignment, and ongoing optimization of resource

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 and confidently utilizing excellent analytical, written, and verbal skills.

Responsibilities

• 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
• 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning around deviations to metrics that impact capacity prediction.
• 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the Rx processing system.
• 5% - Communicate service impacting events and quantify operational impact to all Resource Planning teams and leaders.

Skills

Excel

Analytical thinking

Verbal communication

Written communication

Education

High School Diploma

Bachelor's degree - Preferred

Tools

Avaya CMS Supervisor

Five9

NICE/IEX

Job description

CVS Health Corporation is seeking a Resource Planning Analyst to monitor real-time workload across multiple queues, adjust forecasts, and coordinate staffing actions to maintain service levels. The role requires using Verint or similar tools, collaborating with cross-functional teams, and driving contingency planning to uphold performance.

A strong Excel and communication skill set is essential. The position emphasizes daily readouts, cross-team alignment, and ongoing optimization of resource