[Hiring] Resource Planning Analyst @CVS Health

Role Description

Resource Planning Analyst is responsible for the real-time monitoring including current and upcoming week analysis including management of work and resources across multiple queues to maintain appropriate service/inventory level performance.

• Analysis includes the real-time readjustment of work forecasts (Volume and Rates/AHT) by utilizing Verint (or current/relevant Workflow/WFM tool) mid-day/mid-week.
• Influences/coordinates solutions to parallel operations partners as needed to account for those adjustments.
• Solutions include:
  • Utilization of resources from across groups/queues VTO/OT needs.
  • Schedule adjustments to optimize service level performance and agent occupancy.
  • Analysis of impact and approval of all scheduling activity within owned queues such as Movement/Utilization of Resources to/from other areas, Agent Schedule Adjustments, Same Day Schedule Adjustments, Training, Team Meetings, etc.
• Ensures closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity requirements.
• Works in conjunction with Peers, Leaders, and Vendor Management to implement tactics dependent on the line of business performance or service impacting events.
• Main communication coordinator for any service impacting event, including internal site and external vendor impacts for their specific area/line of business/queues.
• Responsible for being the central point of contact to handle communication and action plans around any implemented contingency plans.
• Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, ensuring skilling script accuracy.
• Owns planning, coordinating, and scheduling optimal times for unplanned non-production activities including trainings, meetings, etc.
• Owns daily morning readout covering the prior day performance, current day/week outlook and following week outlook with Operations and other key stakeholders.

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 while understanding and solving new problems.
• Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations.
• Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills.

Requirements

• Knowledge of healthcare and/or pharmacy benefits management organizations.
• Specialty Pharmacy Experience.
• MS Office, Tableau, Power BI.
• Ability to work extended hours including evenings, weekends, and holidays.

Education

• High School Diploma or General Equivalent Development (GED) - Required.
• Bachelor Degree - Preferred.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Pay Range

The typical pay range for this role is: $43,888.00 - $102,081.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.