Remote Resource Planning Leader

CVS Health; Arizona; Hybrid; USD 75,000 - 183,000; Full time

Benefits offered by this job

Benefits package

Job summary

CVS Health is seeking a Senior Manager, Resource Planning to lead a team of Analysts across a blended phone and WIP workload. You will set priorities for intraday to three-week horizons, drive capacity plans, and partner with cross-functional teams to safeguard service levels and patient access.

The role requires strong knowledge of workforce management tools, data‑driven decision making, and coaching talent as they progress from Analyst to Senior Analyst to Mid‑Range Planner, ensuring a robust

Qualifications

• 7+ years of work experience.
• 5+ years of Resource Planning or equivalent Operational experience in a multi-site environment.
• 5+ years of experience utilizing Five9 or similar ACD system for contact center management and reporting.
• 5+ years of experience utilizing Nice/IEX workforce management software or similar applications and back office.
• Experience performing root cause investigation, problem solving, articulating conclusions and making recommendations.
• Experience/proficiency utilizing Microsoft Excel for data analysis.

Responsibilities

• Lead the team of Analysts and Senior Analysts to deliver phone and WIP performance results, and partner with Mid‑Range Planning.
• Coach and develop the team on resource planning functions.
• Participate or lead projects crucial to specialty growth.
• Assist in ROI calculations on any new projects or tools supporting specialty operations.
• Lead the service recovery steps when the situation arises.

Skills

Resource planning

Five9 experience

Nice/IEX

Excel skills

Root cause analysis

Data analysis

Education

Bachelor’s degree or equivalent

Tools

Five9

Nice/IEX

Job description

CVS Health is seeking a Senior Manager, Resource Planning to lead a team of Analysts across a blended phone and WIP workload. You will set priorities for intraday to three-week horizons, drive capacity plans, and partner with cross-functional teams to safeguard service levels and patient access.

The role requires strong knowledge of workforce management tools, data‑driven decision making, and coaching talent as they progress from Analyst to Senior Analyst to Mid‑Range Planner, ensuring a robust