Resource Planning Analyst
CVS Pharmacy - Phoenix, AZ
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Job DescriptionThis position will support a variety of Resource Planning functions for multiple Clinical programs to ensure appropriate staffing by department. Duties include, but are not limited to: monitoring Avaya CMS, monitoring 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 CMS, 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 Shared Organization. RESPONSIBILITES:1. Intraday and real time monitoring of Avaya CMS and CAS offline queues, Verint WFM, Aspect, Avaya Predictive Dialer, 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 schedule2. 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 CMS, Verint WFM and other applicable databases/resources4. Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business5. Review waitlisted PTO for additional approvals which may fall within business parameters6. System maintenance of employees new hires and terms7. Individual Development of skills to maintain skill set and career advancementThe hours of this position are Monday through Friday with specific hours to be determined. Usual shifts would be a closing shift of 11:30AM-8PM CST year round with occasional Saturday.Required Qualifications1. Minimum of 2 years of experience in a high volume customer service environment with actual experience in workforce2. Minimum of 1+ years of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting4. Minimum of 6+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 program5. Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel6. Organize, prioritize and manage multiple tasks on a regular basis with high level of detail7. Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources8. 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 9. 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).10. 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 calls11. Self-Motivated with a strong attention to detail with the ability to work independently12. Ability to work in a high production, time sensitive environment13. Able to prioritize and manage multiple tasks14. Demonstrates resourcefulness in problem-solvingCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications- 3-5 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 settingEducationHigh School Diploma or GED required. Associate's degree/Bachelor's degree or equivalent combination of education and work experience preferred.Business OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
Created: 2024-09-07