Real-Time Resource Planning Analyst

CVS Health Corporation; Town of Florida (NY); Hybride; USD 44 000 - 102 000; Plein temps

Résumé du poste

CVS Health in the United States is seeking a Resource Planning Analyst to monitor real-time workload and manage resources across multiple queues to meet service and occupancy targets. The role emphasizes mid-day forecasts, scheduling adjustments, and close coordination with operations and vendor teams to minimize disruption.

You will own daily readouts, ensure accuracy of agent skilling in Verint/Avaya CMS/Five9, and communicate event impacts.

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 with strong analytical, written, and verbal skills

Responsabilités

• 65% - Identify and act on appropriate actions to achieve the desired outcomes. 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 are achieved.
• 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning around deviations to metrics that impact capacity forecasting.
• 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, Five9 and the Rx processing system.
• 5% - Communicate service impacting events and quantify operational impact of any Significant Event Notifications to all Resource Planning teams and vendors.

Connaissances

Resource Planning

Excel

Analytical skills

Communication

Formation

High School Diploma or GED

Bachelor Degree - Preferred

Outils

Avaya CMS Supervisor

Five9

NICE/IEX

Verint

Tableau

Power BI

Description du poste

CVS Health in the United States is seeking a Resource Planning Analyst to monitor real-time workload and manage resources across multiple queues to meet service and occupancy targets. The role emphasizes mid-day forecasts, scheduling adjustments, and close coordination with operations and vendor teams to minimize disruption.

You will own daily readouts, ensure accuracy of agent skilling in Verint/Avaya CMS/Five9, and communicate event impacts.