Real-Time Resource Planner – Healthcare Ops

CVS Health Corporation

Pennsylvania

Hybrid

USD 44,000 - 102,000

Full time

4 days ago

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Job summary

CVS Health Corporation is seeking a Resource Planning Analyst to monitor real-time workloads across multiple queues, adjust forecasts and coordinate with operations to maintain service and inventory levels. The role uses Verint or current Workflow/WFM tools for mid-day/mid-week adjustments, coordinates with operations and vendors, and ensures proper communication and contingency planning.

Strong Excel skills and multi-site experience are essential.

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 using strong written and verbal skills

Responsibilities

65% - Monitor, analyze and manage the work within assigned queues in real time and within the current week to ensure service level performance and occupancy requirements.
20% - Attend meetings ensuring closed loop communications to predict capacity and capacity needs for assigned queues/line(s) of business.
10% - Ensure accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and SPRx.
5% - Communicate service impacting events and quantify operational impact to Resource Planning teams and leadership.