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Analyst – Resource Planning

Job Description:

  • Support Resource Planning functions for multiple Clinical programs within Clinical Operations to ensure appropriate staffing by department
  • Monitor Five9, MHK, People Safe, cloud-based or predictive dialers for inbound and outbound calls
  • Adjust staff, workflow, skills, and schedules to ensure service levels and performance goals are met
  • Create and maintain data in CMS, Five9, Verint WFM, NICE, and other applicable databases
  • Research and support operational staffing adjustments to maximize employee efficiency
  • Assist with forecasting and scheduling call center phone, offline, back-office, intraday, and real-time functions in multi-skill/multi-site environments
  • Monitor Avaya CMS, Five9, CAS offline queues, MHK, People Safe, Verint WFM, NICE, Aspect, Avaya Predictive Dialer, and CAS volumes
  • Monitor employee adherence to schedules
  • Participate in and present at ad hoc, daily, weekly, and quarterly meetings regarding workflow, scheduling, forecasts, and staffing changes
  • Provide and maintain reports and data in CMS, Verint WFM, and other applicable resources
  • Maintain professional and timely email correspondence
  • Review waitlisted PTO for additional approvals within business parameters
  • Perform system maintenance for employee new hires and terms
  • Work Monday through Friday within 7:00 AM to 8:00 PM EST based on business needs, with at least a monthly weekend rotation or as required

Requirements:

  • 2 years of experience in a high volume customer service environment with actual experience in workforce
  • 1 plus year(s) of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting
  • 6 months of experience in applied use of intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools, 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
  • Effective written correspondence through email, office communicator/Skype, and verbal communication for forecasting, scheduling, reports, data requests, and employee time off maintenance
  • Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups
  • Self-Motivated with a strong attention to detail and 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: 3 to 5 years experience in high volume customer service environment with actual experience in workforce
  • Excellent communication skills
  • Ability to learn new software
  • Ability to think outside the box
  • Ability to obtain and analyze large sets of data
  • Experience with forecasting and scheduling in a PBM setting
  • High School Diploma or equivalent GED

Benefits:

  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Paid time off
  • Retirement savings options
  • Wellness programs
  • CVS Health bonus, commission or short-term incentive program in addition to base pay
  • Individual Development of skills to maintain skill set and career advancement
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