Resource Planning Analyst

CVS Health Corporation; Austin (TX); On-site; USD 44,000 - 102,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Job summary

CVS Health is seeking a Resource Planning Analyst to monitor real-time queue performance, forecast adjustments, and coordinate with operations to optimize service levels across multiple queues. This role leverages Verint workflows and cross-functional collaboration to handle dynamic staffing needs.

The ideal candidate brings substantial experience in contact-center planning, proficiency with CMS/Five9/NICE tools, and strong analytical skills to drive informed scheduling decisions.

Qualifications

• Min 4 years in Resource Planning or equivalent in a multi-site environment.
• Min 4 years experience with Avaya CMS Supervisor and Five9.
• Min 4 years experience with NICE/IEX WFM software.
• Proficient in Microsoft Excel for data analysis.
• Strong communication and analytical skills.

Responsibilities

• Monitor and manage real-time work within assigned queues to meet service level performance and occupancy targets.
• Attend meetings to ensure closed-loop communications around deviations to metrics and capacity needs.
• Ensure accuracy of agent skilling across Verint, Avaya CMS, Five9, and SPRx systems.
• Communicate service impacting events and quantify operational impact to relevant teams.
• Coordinate unplanned non-production activities such as trainings and meetings.

Skills

Excel

Education

High School Diploma or GED

Bachelor Degree

Tools

Avaya CMS

Five9

NICE/IEX WFM

Job description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Job Purpose And Summary

Resource Planning Analyst is responsible for the real-time monitoring including current and upcoming week analysis including management of work and resources across multiple queues to maintain appropriate service/inventory level performance.

Analysis includes the real-time readjustment of work forecasts (Volume and Rates/AHT) by utilizing Verint (or current/relevant Workflow/WFM tool) mid-day/mid-week and influences/coordinates solutions to parallel operations partners as needed to account for those adjustments.

Those Solutions Would Be (but Are Not Limited To)

• Utilization of resources from across groups/queues VTO/OT needs Schedule adjustments to optimize service level performance and agent occupancy


• Analysis of impact and approval of all scheduling activity within owned queues such as Movement/Utilization of Resources to/from other areas, Agent Schedule Adjustments, Same Day Schedule Adjustments, Training, Team Meetings, etc.


• Ensures closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity requirements.


• Works in conjunction with Peers, Leaders, and Vendor Management to implement tactics dependent on the line of business performance or service impacting events. This role is the main communication coordinator for any service impacting event, including internal site and external vendor impacts for their specific area/line of business/queues. They are also responsible for being the central point of contact to handle communication and action plans around any implemented contingency plans.


• Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, ensuring skilling script accuracy.


• Owns planning, coordinating, and scheduling optimal times for unplanned non-production activities including trainings, meetings, etc.


• Owns daily morning readout covering the prior day performance, current day/week outlook and following week outlook with Operations and other key stakeholders.

Primary Job Duties & Responsibilities

• 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues 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 (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.


• 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).


• 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.

Required 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 and confidently utilizing excellent analytical, written, and verbal skills

Preferred Qualifications

• Knowledge of healthcare and/or pharmacy benefits management organizations


• Specialty Pharmacy Experience


• MS Office, Tableau, Power BI


• Ability to work extended hours including evenings, weekends, and holidays.

Education

• High School Diploma or General Equivalent Development (GED) - Required


• Bachelor Degree - Preferred

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The Typical Pay Range For This Role Is

$43,888.00 - $102,081.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great Benefits For Great People

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 10/30/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.