Resource Planning Analyst - Fully Remote

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

The Resource planning analyst schedule would require extended hours including evenings, weekends, and holidays.

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.

Responsibilities

Primary Job Duties & Responsibilities:

65% - 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.

20% - 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.

10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).

5% - 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.

Prior Relevant Work Experience:

1 to 3 years - Required

Skill In:

3 to 5 years - Preferred

• 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:

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

Preferred Qualifications:

Knowledge of:

• Knowledge of healthcare and/or pharmacy benefits management organizations
• Specialty Pharmacy Experience
  
  

Skill In:

• MS Office, Tableau, Power BI
  
  

Ability To:

• Ability to work extended hours including evenings, weekends, and holidays.
  
  

Education:

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

Pay Range

The Typical Pay Range For This Role Is:

$43,888.00 - $85,068.00

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health

This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.

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