Resource Planning Analyst

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

About the role

Resource Planning supports multiple Clinical Operations programs by monitoring real-time volume and staffing, making intraday adjustments, and producing reporting that helps teams meet service level, performance, and turnaround time (TAT) targets across a multi-skill, multi-site environment.

Responsibilities

• Monitor real-time volume and queues (inbound/outbound calls, faxes, back-office work) and non-production time (meetings, training) using tools such as Five9, Verint WFM, CAS offline queues, and other workforce management systems as applicable
• Make intraday staffing, schedule, and skill adjustments to meet service levels, turnaround time (TAT), performance and adherence goals
• Create, maintain, and distribute reporting and workforce data in Verint WFM and other applicable databases/resources
• Participate in and present staffing updates, forecasts, and risks in routine meetings (daily/weekly/quarterly) with business partners and internal teams
• Maintain professional, timely correspondence via email/Teams to support operational needs and service levels
• Support PTO review, and system set-up for new hires and terminations as needed
• Continue development of workforce management and analytics skills to grow within the function

Requirements

• 2+ years in a high-volume customer service/call center environment
• 1+ year analyzing, consolidating, and interpreting data for volume planning/forecasting or performance reporting
• 6+ months supporting intraday/real-time monitoring and queue management using workforce management and/or telephony tools (e.g., Five9, Avaya CMS, Verint WFM, NICE, Aspect)
• Ability to prioritize multiple tasks with strong attention to detail in a time-sensitive environment
• Strong written and verbal communication (email/Teams/presentations) with cross-functional partners
• Ability to identify, analyze, and solve operational problems using multiple data sources

Preferred Qualifications

• 3–5 years workforce management experience in a high-volume environment
• Experience with forecasting and scheduling in a PBM setting
• Comfort working with large data sets and reporting outputs
• Strong communication skills and ability to learn new tools quickly
• Associate’s/Bachelor’s degree (or equivalent combination of education and experience) preferred

Education

High School Diploma or equivalent GED

Schedule

• Monday through Friday between 12:30 PM–9:00 PM Central Standard Time (CST) (specific shift determined by business needs)
• Weekend coverage varies based on business need
• Anticipated weekly hours: 40
• Time type: Full time

Pay

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.

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families, including:

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs and other resources

Additional details about available benefits are provided during the application process and on Benefits Moments.

Job Location: Remote — open to all US states