Senior Manager, Resource Planning

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Analysts and Senior Analysts to achieve phone and WIP performance outcomes and collaborate with Mid-Range Planning.

• Establish direction and priorities for both short-term and long-term planning cycles.

• Ensure a smooth transition from long-term strategies to immediate execution.

• Hold the team accountable for Service Level, Short Range Forecast Accuracy, Schedule Effectiveness, and Cost Accountability (Occupancy).

• Mentor and develop the team on resource planning roles and career advancement.

• Engage in or lead projects vital to specialty growth.

• Support ROI assessments for new initiatives or tools enhancing specialty operations.

• Manage service recovery processes as necessary.

• Work alongside different departments to evaluate data and guide data-driven decisions aligned with Line of Business goals.

• Direct an integrated blended planning model for phone activities and off-phone work-in-progress (WIP).

• Anticipate and allocate resources for WIP volumes in conjunction with inbound and outbound call demands.

• Monitor backlog, aging, and turnaround times, establishing prioritization guidelines for staff transitioning between phone and off-phone tasks.

• Spearhead initiatives that enhance blended efficiency and develop team competencies.

⛳️ Requirements

• Minimum of 7 years of professional experience.

• At least 5 years of Resource Planning or equivalent Operational experience in a multi-site setting.

• A minimum of 5 years of experience with Five9 or a similar ACD system for managing contact centers and reporting.

• Over 5 years of experience with Nice/IEX workforce management software or comparable applications and back-office functions.

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

• Proficient in using Microsoft Excel for data analysis.

• Effectively communicate with strong analytical, written, and verbal skills.

• Quick learner with the ability to grasp and resolve new challenges.

• Bachelor’s degree or equivalent experience is required.

• Open to candidates residing anywhere in the U.S.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program.

• Target award in the company’s equity award program.

• Comprehensive medical coverage.

• Dental insurance.

• Vision care coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources for physical, emotional, and financial well-being, based on eligibility.