Analyst – Resource Planning

This is a fully remote position, open to applicants in Alabama, +42 more states.

📋 Description

• Assist in managing Resource Planning for various Clinical programs within Clinical Operations to ensure adequate staffing by department.

• Oversee Five9, MHK, People Safe, and other cloud-based or predictive dialers for both inbound and outbound call management.

• Modify staffing, workflows, skills, and schedules to achieve service levels and performance objectives.

• Create and sustain data within CMS, Five9, Verint WFM, NICE, and other relevant databases.

• Investigate and facilitate operational staffing modifications to enhance employee productivity.

• Aid in forecasting and scheduling call center functions, including phone, offline, back-office, intraday, and real-time operations across multi-skill and multi-site environments.

• Supervise Avaya CMS, Five9, CAS offline queues, MHK, People Safe, Verint WFM, NICE, Aspect, Avaya Predictive Dialer, and CAS volumes.

• Track employee compliance with schedules.

• Engage in and present at ad hoc, daily, weekly, and quarterly meetings concerning workflow, scheduling, forecasts, and staffing modifications.

• Generate and maintain reports and data in CMS, Verint WFM, and other relevant resources.

• Uphold professional and timely email communication.

• Evaluate waitlisted PTO for further approvals within business parameters.

• Conduct system maintenance for onboarding and termination of employees.

• Work Monday through Friday between 7:00 AM and 8:00 PM EST based on business requirements, with at least one weekend rotation per month or as necessary.

⛳️ Requirements

• A minimum of 2 years’ experience in a high-volume customer service setting, with direct experience in workforce management.

• At least 1 year of experience in data analysis, data mining, and interpreting call center volume forecasts.

• Six months of experience utilizing intraday and real-time monitoring tools like Verint WFM, Aspect WFM, or IEX workforce management systems, including cloud-based or Avaya equivalent dialer programs.

• Ability to collaborate on projects and work in teams to foster and maintain professional relationships with all site personnel.

• Capable of organizing, prioritizing, and managing multiple tasks consistently with a high level of detail.

• Proficient in identifying, analyzing, and resolving complex problems by considering a variety of factors from multiple data sources.

• Skilled in identifying, analyzing, and addressing complex issues with a quick turnaround, providing solid factual information.

• Effective in written communication via email, office communicator/Skype, and verbal communication for forecasting, scheduling, reporting, data inquiries, and employee time-off management.

• Able to collaborate with various groups to gather and analyze data trends while communicating staffing and scheduling needs to Operations, Vendors, Clients, and other internal teams.

• Self-driven with a keen attention to detail and the capacity to work independently.

• Capable of thriving in a high-production, time-sensitive environment.

• Demonstrates the ability to prioritize and manage multiple tasks efficiently.

• Shows resourcefulness in problem-solving.

• Preferred: 3 to 5 years of experience in a high-volume customer service environment with workforce management experience.

• Excellent communication skills.

• Ability to adapt to new software quickly.

• Creative thinking skills.

• Proficient in obtaining and analyzing large data sets.

• Experience in forecasting and scheduling within a PBM setting.

• High School Diploma or equivalent GED.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• CVS Health bonus, commission, or short-term incentive program in addition to base pay.

• Individual skill development opportunities for maintaining skill sets and advancing careers.