Analyst - Resource Planning

CVS Health

2.7

(75)

Austin, TX

Why you should apply for a job to CVS Health:

  • 62% say women are treated fairly and equally to men
  • 52% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.

    #R0249522

    Position summary

    but are not limited to: monitoring Five9, CAS offline queues, any cloud based or predictive dialer for inbound/outbound calls, adjusting staff to ensure service levels and performance goals are met, create and maintain data in Verint WFM and other databases which may be applicable to this role. The Consultant will research and support operational staffing adjustments to maximize employee efficiency and assist with forecasting/scheduling all call center functions, including phone and offline/back-office functions within multi-skill/multi-site environments, assist in determining appropriate workload to complete any intraday/real time monitoring of call stats and schedules in order to meet service levels/TAT. Position promotes a positive work environment, performs as a team member and initiates suggestions to continually improve process and protocols related to workforce management for the Clinical Government Services Shared Organization.

    Additional responsibilities include but not limited to the following:

    1. Intraday and real time monitoring of Avaya CMS, Five9 and CAS offline queues, Verint WFM, Aspect and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc). Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule
    2. Participate and present on Adhoc, daily, weekly, quarterly meetings with business partners and team on workflow/scheduling concerns/forecasts and staffing changes
    3. Provide and maintain reports/data in Verint WFM and other applicable databases/resources
    4. Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business
    5. Review waitlisted PTO for additional approvals which may fall within business parameters
    6. System maintenance of employees new hires and terms
    7. Individual Development of skills to maintain skill set and career advancement

    The hours of this position are Monday through Friday with occasional Saturday. Specific shift will be determined based on workflow needs with usual shifts ranging from 7:00 AM to 9:00 PM CST year round.

    Required Qualifications

    • 2 years of experience in a high volume customer service environment with actual experience in workforce
    • 1 plus years of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting
    • 6 plus months of experience in applied use of intraday and real time monitoring of Avaya CMS and CAS offline queues, Verint WFM, Aspect WFM or IEX workforce management tools are required, including cloud based and/or Avaya equivalent dialer program
    • Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel
    • Organize, prioritize and manage multiple tasks on a regular basis with high level of detail
    • Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources
    • Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information is a key part of this role
    • Provide and maintain effective written correspondence through email, office communicator/Skype, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).
    • Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups via email/presentations/Webex/conference calls
    • Self-Motivated with a strong attention to detail with the ability to work independently
    • Ability to work in a high production, time sensitive environment
    • Able to prioritize and manage multiple tasks
    • Demonstrates resourcefulness in problem-solving

    Preferred Qualifications

    • 3 plus years experience in high volume customer service environment with actual experience in workforce

    • Excellent communication skills

    • Ability to learn new software's

    • Ability to think outside the box

    • Ability to obtain and analyze large sets of data

    • Experience with forecasting and scheduling in a PBM setting

    • Associate's degree/Bachelor's degree or equivalent combination of education and work experience preferred

    Education

    High School Diploma or equivalent GED

    Pay Range

    The typical pay range for this role is:

    $40,600.00 - $85,100.00

    This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

    In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

    For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

    We anticipate the application window for this opening will close on: 05/31/2024

    Why you should apply for a job to CVS Health:

  • 62% say women are treated fairly and equally to men
  • 52% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.