Real-Time Resource Planning Specialist

Colorado Psychiatric; Northern (KY); 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 workloads, forecast adjustments, and capacity across multiple queues. The role requires coordinating with Operations, Vendor RP, and other stakeholders to maintain service levels and occupancy.

The position emphasizes proficiency with Verint, Avaya CMS, Five9, and WFM tools, plus strong data analysis and communication skills to drive effective contingency planning.

Qualifications

• 4+ years Resource Planning or equivalent operational experience in multi-site environment.
• 4+ years experience using Avaya CMS Supervisor, Five9 or similar ACD.
• 4+ years experience using NICE/IEX WFM software or similar.
• Proficiency in Microsoft Excel for data analysis.

Responsibilities

• Monitor and manage real-time work within assigned queues to meet service levels and occupancy targets.
• Attend meetings to discuss deviations to metrics and capacity planning for queues/lines of business.
• Ensure accuracy of agent skilling and profiles in Verint, Avaya CMS, 5Nine, and the Rx processing system.
• Communicate service impacting events and quantify operational impact to stakeholders.

Skills

Resource Planning

Operational experience

Multi-site environment

Education

High School Diploma or GED

Bachelor's Degree

Tools

Avaya CMS Supervisor

Five9

NICE/IEX Workforce Management

Job description

CVS Health is seeking a Resource Planning Analyst to monitor real‑time workloads, forecast adjustments, and capacity across multiple queues. The role requires coordinating with Operations, Vendor RP, and other stakeholders to maintain service levels and occupancy.

The position emphasizes proficiency with Verint, Avaya CMS, Five9, and WFM tools, plus strong data analysis and communication skills to drive effective contingency planning.