Real-Time Resource Planner - Healthcare Ops

NHSHP; New Hampshire; On-site; USD 44,000 - 102,000; Full time

Job summary

CVS Health is seeking a Resource Planning Analyst to monitor real-time workload across queues, adjust forecasts, and coordinate with operations to maintain service levels and staffing. You will use Verint, Avaya CMS, Five9 and other tools to analyze volume, AHT, and occupancy and to schedule adjustments as needed.

With 4+ years in planning, strong Excel skills, and the ability to translate data into actionable plans, you will deliver daily readouts and collaborate with partners across sites to

Qualifications

• Minimum 4 years Resource Planning or equivalent Operational experience in multi-site environment.
• Minimum 4 years experience with Avaya CMS Supervisor/Five9 or similar ACD system.
• Minimum 4 years experience with NICE/IEX workforce management software or similar application.
• Proficient in Microsoft Excel for data analysis.
• Strong analytical, problem-solving and communication skills.

Responsibilities

• Identify actions to achieve outcomes; monitor, analyze and manage work in real-time and within the current week.
• Attend meetings ensuring closed-loop communications around deviations to metrics and capacity.
• Ensure accuracy of agent skilling and attribute profiles in Verint, Avaya CMS, Five9 and SP Rx system.
• Communicate service-impacting events and quantify operational impact to Resource Planning teams and stakeholders.

Skills

Resource planning

ACD systems

Workforce management

Excel data analysis

Analytical communication

Education

High School Diploma/GED

Bachelor’s degree (preferred)

Tools

Avaya CMS Supervisor

Five9

NICE/IEX

Job description

CVS Health is seeking a Resource Planning Analyst to monitor real-time workload across queues, adjust forecasts, and coordinate with operations to maintain service levels and staffing. You will use Verint, Avaya CMS, Five9 and other tools to analyze volume, AHT, and occupancy and to schedule adjustments as needed.

With 4+ years in planning, strong Excel skills, and the ability to translate data into actionable plans, you will deliver daily readouts and collaborate with partners across sites to