Resource Planning Analyst

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

📋 Description

• Oversee, evaluate, and manage tasks within designated queues in real-time and throughout the current week.

• Modify work forecasts for volume and rates/AHT utilizing Verint or an appropriate workflow/workforce management tool.

• Collaborate on resource allocation across groups and queues, including VTO/OT requirements and schedule modifications.

• Review and validate scheduling activities within assigned queues.

• Liaise with Resource Planning colleagues regarding metric discrepancies and capacity needs.

• Execute strategies with colleagues, leaders, and Vendor Management based on line-of-business performance or service-impacting occurrences.

• Coordinate communication and action plans for service-impacting events and contingency strategies.

• Maintain colleague skill profiles and ensure skilling script accuracy in Verint, Avaya CMS Supervisor, and Five9.

• Organize, coordinate, and schedule unexpected non-production activities such as training and meetings.

• Facilitate daily morning briefings covering previous day’s performance and current and future forecasts.

• Participate in meetings that support closed-loop communication.

• Inform about service-impacting events and assess operational impact for relevant teams and stakeholders.

⛳️ Requirements

• At least 4 years of Resource Planning or equivalent Operational experience in a multi-site setting.

• Minimum 4 years of experience using Avaya CMS Supervisor, Five9, or a comparable ACD system for contact center management and reporting.

• A minimum of 4 years’ experience with NICE/IEX workforce management software or similar applications.

• Proficiency in Microsoft Excel for data analysis.

• Ability to quickly learn and effectively solve new challenges.

• Competence in conducting root cause analysis, problem-solving, articulating findings, and making recommendations.

• Strong analytical, written, and verbal communication skills.

• High School Diploma or General Equivalent Development (GED) - Required.

• Familiarity with healthcare and/or pharmacy benefits management organizations.

• Experience in Specialty Pharmacy.

• Proficiency with MS Office, Tableau, and Power BI.

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

🏝️ Benefits

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

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.