Senior Resource Planning Analyst

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

📋 Description

• Collaborate with the Resource Management Team, Market Directors, and Managers to implement daily and weekly calling strategies.

• Create balanced, level-loaded skilling plans based on demand and capacity assessments.

• Monitor systems and call metrics throughout the day, adjusting campaign resource allocations to meet service levels.

• Track real-time call volume and trends, overseeing staffing levels and evaluating skilling modifications.

• Maintain employee profiles and reassign resources for various call types.

• Supervise call queues and client-specific performance commitments.

• Modify skilling and inform management of any performance issues.

• Provide technical support for system and phone-related issues within PBS.

• Troubleshoot call center, production, and phone systems; ensure follow-up until resolution and keep an issue log.

• Generate management reports on call trends, productivity, and service levels.

• Produce ad hoc reports as needed.

• Communicate updates on performance and scheduling during Daily Production Meetings.

• Address incoming requests on the Wrike platform within 24 hours.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or GED; a Bachelor's degree is preferred.

• A minimum of 1 year of experience in resource management or workforce planning.

• At least 2 years of experience in a call center environment.

• Availability to work Sunday through Thursday, from 9:00am to 5:30pm EST, with flexibility for alternative schedules including overnight shifts for team PTO coverage.

• Experience with real-time management systems and tools, such as Verint or Amazon Connect.

• Proficient in Microsoft Office software.

• Familiarity with Express Scripts call center systems and platforms is preferred.

• Understanding of call center processes and procedures.

• Strong oral and written communication, presentation, and facilitation skills.

• Ability to thrive in a dynamic work environment and make independent decisions.

• Capacity to manage multiple projects concurrently and prioritize workload effectively.

• Advanced problem-solving skills and the ability to collaborate across departments to address complex issues.

• Detail-oriented approach to tasks.

• Knowledge of the PBS industry or managed care industry is preferred.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance options.

• Dental insurance benefits.

• Well-being and behavioral health programs available.

• 401(k) retirement plan offered.

• Company-paid life insurance provided.

• Tuition reimbursement for further education.

• A minimum of 18 days of paid time off each year.

• Paid holidays throughout the year.

• Leaves of absence available.

• Flexible remote work arrangement (home internet must be via cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload).