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.

Job Location

Remote — open to all US states

Schedule/Hours

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)

Position Summary

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.

Key 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

Required Qualifications

• 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

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

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

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