Real-Time Resource Planner — Healthcare Operations

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

Benefits offered by this job

Medical, dental & vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking a Resource Planning Analyst in Georgia to monitor real-time performance, adjust forecasts, and coordinate staffing across multiple queues. You will influence scheduling decisions and partner with operations, vendors, and site leaders to maintain service levels.

The role requires 4+ years in resource planning, proficiency with Avaya/Five9/NICE systems, and strong Excel data analysis skills. A hybrid or on-site work model is typical with comprehensive benefits.

Qualifications

• 4+ years Resource Planning or equivalent operational experience in multi-site environment.
• 4+ years experience with Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
• 4+ years experience with NICE/IEX workforce management software or similar.
• Proficiency in Microsoft Excel for data analysis.

Responsibilities

• Monitor real-time work across queues to maintain service levels and occupancy.
• Coordinate scheduling and communicate deviations to capacity and forecast outcomes.
• Maintain accuracy of agent skilling profiles in Verint, Avaya CMS, Five9 and SPRx.
• Communicate significant events and operational impact to all planning teams and vendors.

Skills

Resource Planning

Data Analysis

Communication

Problem Solving

Education

High School Diploma or GED

Bachelor Degree - Preferred

Tools

Avaya CMS Supervisor

Five9

NICE/IEX

Tableau

Power BI

Job description

CVS Health is seeking a Resource Planning Analyst in Georgia to monitor real-time performance, adjust forecasts, and coordinate staffing across multiple queues. You will influence scheduling decisions and partner with operations, vendors, and site leaders to maintain service levels.

The role requires 4+ years in resource planning, proficiency with Avaya/Five9/NICE systems, and strong Excel data analysis skills. A hybrid or on-site work model is typical with comprehensive benefits.