Workforce Planning Analyst - Call Center

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

Job summary

CVS Health in Arkansas is seeking a Workforce Planning specialist to support clinical operations by monitoring real-time call center metrics, forecasting staffing needs, and managing multi-site scheduling. You will work with Five9, CMS, Verint WFM, NICE, and Avaya tools to optimize service levels and efficiency.

Ideal candidates bring 2+ years in high-volume customer service, data analysis experience, and strong communication skills to collaborate across multiple groups while maintaining

Qualifications

• 2 years of experience in a high volume customer service environment with actual experience in workforce.
• 1+ year(s) of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting.
• 6 months of experience in intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools.
• Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel.
• Organize, prioritize and manage multiple tasks on a regular basis with high level of detail.
• Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources.
• Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information.
• Provide and maintain effective written correspondence through email, office communicator/Skype, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).
• Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups via email/presentations/conference calls.
• Self-Motivated with a strong attention to detail with the ability to work independently.
• Ability to work in a high production, time sensitive environment.
• Able to prioritize and manage multiple tasks.
• Demonstrates resourcefulness in problem-solving.

Responsibilities

• Intraday and real time monitoring of Avaya CMS, Five9 and CAS offline queues, MHK, People Safe, Verint WFM, NICE, Aspect, Avaya Predictive Dialer, and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc).
• Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule
• Participate and present on Adhoc, daily, weekly, quarterly meetings with business partners and team on workflow/scheduling concerns/forecasts and staffing changes
• Provide and maintain reports/data in CMS, Verint WFM and other applicable databases/resources
• Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business
• Review waitlisted PTO for additional approvals which may fall within business parameters
• System maintenance of employees new hires and terms
• Individual Development of skills to maintain skill set and career advancement

Skills

Data analysis

Forecasting

Scheduling

Verint WFM

Aspect WFM

IEX

Problem solving

Communication skills

Multitasking

Team collaboration

Attention to detail

Self-motivation

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

Five9

CMS

Verint WFM

NICE

Avaya

Job description

CVS Health in Arkansas is seeking a Workforce Planning specialist to support clinical operations by monitoring real-time call center metrics, forecasting staffing needs, and managing multi-site scheduling. You will work with Five9, CMS, Verint WFM, NICE, and Avaya tools to optimize service levels and efficiency.

Ideal candidates bring 2+ years in high-volume customer service, data analysis experience, and strong communication skills to collaborate across multiple groups while maintaining