Resource Planning Analyst - Fully Remote

CVS Health

Oct 30, 2024

Applications are closed

Job
Full-time
Mid & Senior Level
Healthcare
Austin

Requirements

The Resource planning analyst schedule would require extended hours including evenings, weekends, and holidays.
Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
Minimum 3 years experience in utilizing Verint 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.
Ability to work extended hours including evenings, weekends, and holidays.
High School Diploma or General Equivalent Development (GED) - Required.
Bachelor Degree - Preferred.

Responsibilities

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 and influences/coordinates solutions to parallel operations partners as needed to account for those adjustments.
Those solutions would be (but are not limited to): 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. This role is the main communication coordinator for any service impacting event, including internal site and external vendor impacts for their specific area/line of business/queues. They are also 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.
Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.

FAQs

Do we support remote work?

Yes, this position is fully remote.

What are the required hours for the Resource Planning Analyst position?

The schedule requires extended hours, including evenings, weekends, and holidays.

What tools will I need experience with for this role?

You will need experience with Avaya CMS Supervisor, Five9, and Verint workforce management software, as well as proficiency in Microsoft Excel.

What are the primary responsibilities of the Resource Planning Analyst?

The primary responsibilities include real-time monitoring of work and resources, analysis of work forecasts, adjustments to schedules, and ensuring communication around service impacting events.

Is there a preferred educational background for this position?

A Bachelor’s Degree is preferred, while a High School Diploma or GED is required.

How much experience is required for this role?

1 to 3 years of relevant work experience is required, and 3 to 5 years is preferred.

What is the salary range for this position?

The typical pay range is $43,888.00 - $85,068.00, depending on factors such as experience, education, and geography.

Are there any specific skills or knowledge preferred for applicants?

Preferred qualifications include knowledge of healthcare and/or pharmacy benefits management organizations and proficiency in MS Office, Tableau, or Power BI.

What benefits does CVS Health offer for this position?

CVS Health offers a range of benefits including medical, dental, and vision coverage, a 401(k) retirement plan, employee stock purchase plan, paid life insurance, short-term and long-term disability benefits, well-being programs, and paid time off.

Are applicants with criminal records considered for employment?

Yes, qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.

CVS Health

Bringing our heart to every moment of your health.

Science & Healthcare

Industry

10,001+

Employees

1963

Founded Year

Mission & Purpose

CVS Health is a healthcare innovation company that operates retail pharmacies, manages pharmacy benefits, and provides health services through its MinuteClinic and HealthHUB locations. Their ultimate aim is to improve the quality of life for communities by making healthcare more accessible and affordable. CVS Health focuses on driving healthier outcomes and reducing healthcare costs, using its comprehensive range of services and products to support individuals on their health journey.