Strategic Resource Planner: Real-Time Healthcare Ops

CVS Health Corporation; Arizona; Hybrid; USD 44,000 - 102,000; Full time

Benefits offered by this job

Bonus eligibility

Healthcare benefits

Job summary

CVS Health is seeking a Resource Planning Analyst to monitor and optimize real-time workloads across multiple queues. You will adjust forecasts mid-day, coordinate with operations partners, and ensure service levels through proactive scheduling and communications within the Resource Planning team.

The role requires extensive experience with Avaya CMS Supervisor, Five9, and NICE/IEX, plus strong Excel data analysis skills. This full-time position offers comprehensive benefits and incentives.

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 and solve problems with strong communication and analytical skills

Responsibilities

• 65% - Monitor, analyze and manage real-time work within assigned queues to ensure service level and occupancy requirements are met.
• 20% - Attend meetings to ensure closed loop communications and assist capacity prediction for assigned queues/line(s) of business.
• 10% - Ensure accuracy of agent skilling and attribute profiles in Verint, Avaya CMS, 5Nine and SPRx.
• 5% - Communicate service impacting events and quantify operational impact to Resource Planning and stakeholders.

Skills

Resource Planning

Avaya CMS Supervisor

Five9

NICE/IEX WFM

Microsoft Excel

Education

High School Diploma or GED

Bachelor's Degree

Tools

Verint

Verint/Avaya CMS/Five9 tools

Job description

CVS Health is seeking a Resource Planning Analyst to monitor and optimize real-time workloads across multiple queues. You will adjust forecasts mid-day, coordinate with operations partners, and ensure service levels through proactive scheduling and communications within the Resource Planning team.

The role requires extensive experience with Avaya CMS Supervisor, Five9, and NICE/IEX, plus strong Excel data analysis skills. This full-time position offers comprehensive benefits and incentives.