At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
Position Summary
Applies in-depth knowledge in allocating and optimizing resources to contribute to strategic decision-making. Ensures effective resource utilization by analyzing data, developing capacity plans, optimizing scheduling processes, and collaborating with stakeholders. Takes a lead in driving process improvements, providing insights, and mentoring junior team members.
- The Resource Planning Senior Analyst is responsible for the creation of short-range forecasting, schedule creation and effectiveness, and Intra-day Plans (IDP) analysis that will drive the weekly and daily achievement of service/inventory level goals and cost effectiveness.
- This role is the key resource for being the central point of contact and subject matter expert within the resource planning team for their assigned queues.
- The Resource Planning Senior Analyst is responsible for analyzing any short-range schedule changes and or schedule additions or deductions, future week overtime and VTO, as well as holiday coverage recommendations that ensures achievement of Service/Inventory Levels and Costs. This also includes the appropriate leveraging of resources across queues to best drive productivity.
- They will hold weekly IDP reviews with Ops leaders, Resource Planning and Vendor peers for each of their assigned queues to ensure all risks are called out and accounted for. In these reviews, the Planning Sr. Analyst will propose and partner with Operations to drive solutions that meet all organizational goals.
- They will work together with the RP Mid-range planning team, to ensure mid-range forecasts account for changing trends in volumes or rates within their assigned queues. They will also be an active participant in the weekly Mid-range review sessions. During those sessions, they are also responsible for providing recommendations around hiring plans to the mid and long-range forecast team based on opportunities identified in the future IDPs or trends.
Required Qualifications
- Minimum 3 years experience in utilizing Verint workforce management software, to include forcasting and scheduling, or similar applications (for example, NICE, Aspect Worforce, Five9)
- Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment
- Minimum 3 years experience in utilizing Avaya CMS Supervisor or similar ACD system for contact center management and reporting.
- Microsoft Excel for data analysis
Preferred Qualifications
- Experience with Tableau and PowerBI
- Communicating effectively and confidently utilizing excellent analytical, written, and verbal skills.
- Ability to work extended hours including evenings, weekends, and holidays.
- Ability to travel to on-site locations if needed
Education
- High School Diploma or General Equivalent Development (GED)
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$46,988.00 - $122,400.00
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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
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Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
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No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
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Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 05/03/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Top Skills
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners.
Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
