Real-Time Resource Planning Analyst

CVS Health Corporation; Wyoming (OH); Hybrid; USD 44,000 - 102,000; Full time

Job summary

CVS Health Corporation is seeking a Resource Planning Analyst to monitor real-time operations, forecast adjustments, and coordinate staffing across multiple queues. The role focuses on preserving service levels and agent occupancy while communicating updates to key partners.

Responsibilities include managing schedules, validating skilling data, and producing daily readouts. The ideal candidate brings 4+ years in resource planning and strong proficiency in Verint, CMS, and Excel.

Qualifications

• 4+ years of Resource Planning or equivalent operational experience in multi-site environments.
• 4+ years experience with Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
• 4+ years experience with NICE/IEX workforce management software or similar.
• Proficient in Microsoft Excel for data analysis.
• Strong analytical, problem solving and communication skills.

Responsibilities

• Monitor real-time work across queues to ensure service level and occupancy targets are met.
• Lead mid-day and mid-week forecasts adjustments using Verint and coordinate with operations partners.
• Coordinate scheduling actions and approve changes within owned queues.
• Communicate service impacting events and document actions with stakeholders.
• Maintain colleague skilling profiles in Verint and Avaya CMS Supervisor.
• Plan and schedule unplanned non-production activities including trainings and meetings.
• Provide daily morning readouts on performance and outlook to Operations and stakeholders.

Skills

Resource Planning

Analytical thinking

Communication

Microsoft Excel

Education

High School Diploma or GED

Bachelor Degree - Preferred

Tools

Avaya CMS Supervisor

Five9

NICE/IEX

Job description

CVS Health Corporation is seeking a Resource Planning Analyst to monitor real-time operations, forecast adjustments, and coordinate staffing across multiple queues. The role focuses on preserving service levels and agent occupancy while communicating updates to key partners.

Responsibilities include managing schedules, validating skilling data, and producing daily readouts. The ideal candidate brings 4+ years in resource planning and strong proficiency in Verint, CMS, and Excel.