Real-Time Resource Planner - Healthcare Operations

CVS Health Corporation; Nevada; 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 to monitor real-time queues, adjust forecasts and coordinate schedules across multiple teams. You will influence staffing, scheduling and training, collaborating with operations to maintain service levels and occupancy targets.

The role emphasizes accurate skill profiling in Verint/Avaya/Five9, data analysis in Excel, and clear communication with internal partners to mitigate service-impact events and align capacity with demand.

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; articulate conclusions and make recommendations; communicate effectively.

Responsibilities

• 65% - Monitor, Analyze and Manage work within assigned queues in real time and current week to ensure service level and occupancy requirements.
• 20% - Attend meetings ensuring closed loop communications around deviations to metrics that impact capacity and forecasting.
• 10% - Ensure accuracy of agent skilling and attributes within Verint, Avaya CMS, 5Nine and SPRx.
• 5% - Communicate service impacting events and quantify operational impact to Resource Planning and vendors.

Skills

Resource Planning

Workflow management

Data analysis

Communication

Problem solving

Education

High School Diploma or GED

Bachelor's Degree

Tools

Avaya CMS Supervisor

Five9

NICE/IEX

Verint

SPRx

Excel

Job description

CVS Health is seeking a Resource Planning Analyst to monitor real-time queues, adjust forecasts and coordinate schedules across multiple teams. You will influence staffing, scheduling and training, collaborating with operations to maintain service levels and occupancy targets.

The role emphasizes accurate skill profiling in Verint/Avaya/Five9, data analysis in Excel, and clear communication with internal partners to mitigate service-impact events and align capacity with demand.