Real-Time Resource Planner: Healthcare Ops & Capacity

CVSHealth; Massachusetts; On-site; USD 44,000 - 102,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Retirement plans

Paid time off

Job summary

CVS Health is seeking a Resource Planning Analyst in Massachusetts to monitor real-time workloads and manage staffing across queues. You will adjust forecasts and coordinate with operations and vendor teams to optimize service levels and occupancy.

The role requires 4+ years in resource planning, experience with Avaya CMS, Five9, and NICE/IEX, and strong Excel data analysis skills. A demanding, but rewarding environment offers comprehensive benefits.

Qualifications

• Experience in resource planning and multi-site environments.
• Proficient in data analysis with Excel.
• Ability to communicate clearly and solve problems quickly.
• Familiarity with contact center tools and scheduling.

Responsibilities

• Monitor real-time work and forecast accuracy to meet service levels.
• Attend cross-functional meetings to align capacity planning.
• Ensure accuracy of agent profiles in scheduling systems.
• Communicate significant events and operational impacts to teams.

Skills

Analytical thinking

Communication skills

Excel proficiency

Problem solving

Education

High School Diploma or GED

Bachelor Degree

Tools

Avaya CMS Supervisor

Five9

NICE/IEX WFM

Job description

CVS Health is seeking a Resource Planning Analyst in Massachusetts to monitor real-time workloads and manage staffing across queues. You will adjust forecasts and coordinate with operations and vendor teams to optimize service levels and occupancy.

The role requires 4+ years in resource planning, experience with Avaya CMS, Five9, and NICE/IEX, and strong Excel data analysis skills. A demanding, but rewarding environment offers comprehensive benefits.