Real-Time Resource Planner — Optimize Queues & Schedules

7505 Caremark, L.L.C.; Town of Texas (WI); Hybrid; USD 44,000 - 102,000; Full time

Benefits offered by this job

Medical, dental and 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 schedules, and coordinate cross-group capacity. You’ll use Verint and Avaya CMS to ensure service levels and occupancy goals while communicating with Operations and Vendor RP teams.

We value analytical problem solving, strong Excel skills, and the ability to translate events into actionable capacity recommendations across multiple sites and shifts.

Qualifications

• Minimum 4 years Resource Planning or equivalent operational experience.
• Experience with Avaya CMS Supervisor, Five9 or similar ACD for management.
• Experience with NICE/IEX workforce management software or similar.
• Proficient Microsoft Excel for data analysis.
• Strong problem-solving and communication skills.

Responsibilities

• 65% - Monitor and manage real-time work within queues and current week.
• 20% - Attend meetings ensuring alignment on capacity and forecasting.
• 10% - Ensure accuracy of agent skilling and profiles in tools.
• 5% - Communicate service impacting events and quantify impact.

Skills

Resource Planning

Avaya CMS

Five9

NICE/IEX

Microsoft Excel

Analytical skills

Communication

Education

High School Diploma or GED

Bachelor's Degree - Preferred

Tools

Verint

Avaya CMS

Job description

CVS Health is seeking a Resource Planning Analyst to monitor real-time queues, adjust schedules, and coordinate cross-group capacity. You’ll use Verint and Avaya CMS to ensure service levels and occupancy goals while communicating with Operations and Vendor RP teams.

We value analytical problem solving, strong Excel skills, and the ability to translate events into actionable capacity recommendations across multiple sites and shifts.