Real-Time Resource Planner - Healthcare Operations

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

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

Retirement savings options

Wellness programs

Bonus program

Job summary

CVS Health Corporation is seeking a Resource Planning Analyst in Florida to monitor real-time queues, adjust forecasts, and coordinate cross-functionally to sustain service levels and agent occupancy. The role emphasizes mid-day and mid-week readjustments using Verint or current WFM tools and close collaboration with operations partners.

The ideal candidate has 4+ years in resource planning or similar, with hands-on experience in Avaya CMS Supervisor, Five9, and NICE/IEX, plus strong Excel

Qualifications

• Minimum 4 years Resource Planning or equivalent Operational experience.
• Minimum 4 years experience with Avaya CMS Supervisor, Five9 or similar ACD.
• Minimum 4 years experience with NICE/IEX workforce management software.
• Proficiency in Microsoft Excel for data analysis and strong communication skills.

Responsibilities

• Monitor real-time work and manage queues to ensure service level and occupancy goals.
• Attend meetings to coordinate capacity planning and deviations to metrics.
• Ensure accuracy of agent skilling and profiles in Verint, Avaya CMS, Five9, and SPRx.
• Communicate service impacting events and quantify operational impact to relevant teams.

Skills

Resource Planning

ACD systems

Workforce management

Excel data analysis

Analytical skills

Education

High School Diploma or GED

Bachelor's degree

Tools

Avaya CMS Supervisor

Five9

NICE/IEX

SPRx

Job description

CVS Health Corporation is seeking a Resource Planning Analyst in Florida to monitor real-time queues, adjust forecasts, and coordinate cross-functionally to sustain service levels and agent occupancy. The role emphasizes mid-day and mid-week readjustments using Verint or current WFM tools and close collaboration with operations partners.

The ideal candidate has 4+ years in resource planning or similar, with hands-on experience in Avaya CMS Supervisor, Five9, and NICE/IEX, plus strong Excel