Senior Resource Planning Manager — Remote

CVS Health

United States

Remote

USD 75,000 - 183,000

Full time

4 days ago

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Benefits offered by this job

Comprehensive benefits

Bonus eligibility

Equity awards

Job summary

CVS Health is seeking a Senior Manager, Resource Planning to lead a team of Analysts and Senior Analysts across a blended phone and WIP workload. You will drive forward-looking capacity plans, partnering with Mid-Range Planners to translate forecasts into staffing strategies, with a patient-first focus.

The role is remote within the United States, requires extensive experience in workforce management tools (Five9, Nice/IEX) and Excel, and offers a competitive pay range and comprehensive

Qualifications

7+ years of work experience in resource planning or operations.
5+ years of resource planning in a multi-site environment.
5+ years using Five9 or similar ACD for contact centers.
5+ years using Nice/IEX workforce management software.
Proficient in Microsoft Excel for data analysis.

Responsibilities

Lead Analysts and Senior Analysts to deliver phone and WIP performance.
Coach and develop the team on resource planning functions.
Participate or lead projects crucial to specialty growth.
Assist in ROI calculations on new projects or tools.
Lead blended planning for phone and off-phone workloads.

Skills

Analytical thinking

Written & verbal communication

Leadership

Strategic planning

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Tools

Five9

Nice/IEX

Excel

Job description

The role is remote within the United States, requires extensive experience in workforce management tools (Five9, Nice/IEX) and Excel, and offers a competitive pay range and comprehensive

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