Strategic Workforce Planner - Healthcare Operations

CVS Health; Virginia (MN); Hybrid; USD 44,000 - 102,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

401(k) retirement options

Wellness programs

Job summary

CVS Health is seeking a Workforce Management Analyst to support clinical operations staffing across multiple programs. Hours include 11:30 AM to 8:00 PM EST, with a monthly weekend rotation.

The role involves monitoring CMS, Five9, Verint WFM, and related systems to balance inbound/outbound calls and intraday staffing to meet service levels. The ideal candidate has 2+ years in a high-volume customer service environment with workforce experience and strong data-analysis skills for forecasting and

Qualifications

• 2+ years in a high-volume customer service environment with workforce experience.
• 1+ year data analysis focused on call center volume forecasting.
• 6 months experience with intraday and real-time monitoring tools (Verint WFM, Five9, etc.).
• Ability to organize, prioritize and manage multiple tasks with high attention to detail.
• Strong written and verbal communication for forecasting, scheduling, and data requests.
• Ability to collaborate with multiple groups to analyze data trends and staffing needs.

Responsibilities

• Intraday and real-time monitoring of staffing and call center queues.
• Participate in daily/weekly/quarterly meetings on workflow, forecasts and staffing changes.
• Provide and maintain reports in CMS, Verint WFM, and related databases.
• Maintain professional email correspondence to meet service levels.
• Review waitlisted PTO for approvals within business parameters.
• System maintenance of new hires and terminations.
• Develop skills for career advancement.

Skills

Customer service

Data analysis

Forecasting

Scheduling

Communication

Multi-tasking

Education

High School Diploma

Associate/Bachelor's degree or equivalent

Tools

Verint WFM

Five9

NICE

CMS

Job description

CVS Health is seeking a Workforce Management Analyst to support clinical operations staffing across multiple programs. Hours include 11:30 AM to 8:00 PM EST, with a monthly weekend rotation.

The role involves monitoring CMS, Five9, Verint WFM, and related systems to balance inbound/outbound calls and intraday staffing to meet service levels. The ideal candidate has 2+ years in a high-volume customer service environment with workforce experience and strong data-analysis skills for forecasting and