Workforce Planning Analyst - Health Operations

CVS Health; Indiana (PA); Hybrid; USD 44,000 - 102,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement plan

Job summary

CVS Health is seeking an experienced workforce management professional to support Clinical Operations staffing across multiple programs. The role involves real-time monitoring of staffing levels, data maintenance in CMS and WFM systems, and collaborating with partners to forecast and optimize schedules.

You will drive intraday decisions, generate reports, and help maintain service levels and productivity in a multi-site environment.

Qualifications

• 2 years of experience in a high volume customer service environment with actual experience in workforce
• 1 plus year(s) of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting
• 6 months of experience in applied use of intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools are required, including cloud based and/or Avaya equivalent dialer program
• 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 is a key part of this role
• 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
• Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met
• Participate in Adhoc, daily, weekly, quarterly meetings with business partners 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 within business parameters
• System maintenance of employees new hires and terms
• Individual development of skills to maintain skill set and career advancement

Skills

Workforce management

Data analysis

Forecasting

Intraday monitoring

Call center ops

Education

High School Diploma or GED

Tools

Verint WFM

Five9

NICE

CMS

Avaya CMS

MHK

CAS

Job description

CVS Health is seeking an experienced workforce management professional to support Clinical Operations staffing across multiple programs. The role involves real-time monitoring of staffing levels, data maintenance in CMS and WFM systems, and collaborating with partners to forecast and optimize schedules.

You will drive intraday decisions, generate reports, and help maintain service levels and productivity in a multi-site environment.