Senior Manager, Resource Planning

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

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

• Mentor and enhance the team's skills in resource planning functions.

• Engage in or spearhead projects that are essential for specialty growth.

• Support ROI calculations for new initiatives or tools that aid specialty operations.

• Direct service recovery processes when necessary.

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

• Ensure a smooth transition from long-term plans to short-term execution.

• Hold the team accountable for metrics related to Service Level, Short Range Forecast Accuracy, Schedule Effectiveness, and Cost Accountability.

• Guide the workforce migration strategy across various cross-functional teams.

• Analyze data and drive data-informed decisions that align with Line of Business goals.

• Lead a comprehensive planning model that merges phone activity with off-phone work-in-progress.

• Forecast and allocate staff for WIP volumes in conjunction with inbound and outbound call demands.

• Track backlog, aging, and turnaround times while creating prioritization guidelines for staff flexibility between phone and off-phone tasks.

• Initiate efforts that enhance blended efficiency and develop team capabilities.

⛳️ Requirements

• A minimum of 7 years of work experience.

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

• Over 5 years of experience using Five9 or a comparable ACD system for contact center management and reporting.

• More than 5 years of experience with Nice/IEX workforce management software or similar applications, including back office functions.

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

• Proficient in utilizing Microsoft Excel for data analysis.

• Bachelor's degree or equivalent professional experience.

• Strong communication skills, both written and verbal, with the ability to analyze and present information effectively.

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

🏝️ Benefits

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

• Eligibility for the company’s equity award program.

• Comprehensive medical coverage.

• Dental coverage options.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

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