Real-Time Resource Planning Analyst

CVS Health Corporation; Nebraska; Ibrido; USD 44.000 - 102.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Descrizione del lavoro

CVS Health is seeking a Resource Planning Analyst to monitor real-time queue performance, forecast workloads, and coordinate staffing across sites. You will influence schedules, align with vendors, and lead communications on capacity changes.

The role emphasizes data analysis, problem solving and clear communication. Requirements include 4+ years in resource planning, experience with Avaya CMS, Five9 or similar ACD, NICE/IEX WM software, and strong Excel data analysis skills.

Competenze

• Minimum 4 years Resource Planning or equivalent operational experience.
• Minimum 4 years experience with Avaya CMS Supervisor, Five9 or similar ACD.
• Minimum 4 years experience with NICE/IEX workforce management software.
• Proficiency utilizing Microsoft Excel for data analysis.
• Excellent analytical, written and verbal communication skills.

Mansioni

• Monitor real-time work within assigned queues to ensure service level performance and occupancy requirements.
• Coordinate closed-loop communications with Resource Planning peers and Vendors about deviations to metrics.
• Ensure accuracy of agent skilling and attribute profiles in Verint, Avaya CMS, 5Nine and SPRx.
• Communicate service-impacting events and quantify operational impact to relevant teams.

Conoscenze

Data analysis

Excel

Problem solving

Communication

Formazione

High School Diploma or GED

Bachelor's degree

Strumenti

Avaya CMS Supervisor

Five9

NICE/IEX

Tableau

Power BI

Microsoft Office

Descrizione del lavoro

CVS Health is seeking a Resource Planning Analyst to monitor real-time queue performance, forecast workloads, and coordinate staffing across sites. You will influence schedules, align with vendors, and lead communications on capacity changes.

The role emphasizes data analysis, problem solving and clear communication. Requirements include 4+ years in resource planning, experience with Avaya CMS, Five9 or similar ACD, NICE/IEX WM software, and strong Excel data analysis skills.