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Senior Manager, Resource Planning
CVS Health Careers. Lead Analysts and Senior Analysts to deliver phone and WIP performance results and partner with Mid-Range Planning .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Resource Planning and Operational Management, with a strong focus on data analysis, forecasting, and team leadership. Proficient in utilizing workforce management tools and ACD systems to enhance operational efficiency and drive performance results.
Highest-signal resume keywords
Resource PlanningFive9 ACD SystemNice/IEX Workforce Management SoftwareData Analysis with Microsoft ExcelTeam Leadership and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Resource PlanningForecastingData AnalysisProblem SolvingOperational Management
Soft Skills
Effective CommunicationAnalytical SkillsCoaching and Development
Tools & Technologies
Five9 ACD SystemNice/IEX Workforce Management SoftwareMicrosoft Excel
Industry Keywords
Contact Center ManagementMulti-Site EnvironmentService Level AccountabilityShort Range Forecast AccuracyCost Accountability
About the role
Key responsibilities & impact- Lead Analysts and Senior Analysts to deliver phone and WIP performance results and partner with Mid-Range Planning
- Set direction and priorities across near-term and longer-range planning horizons
- Ensure seamless handoff from longer-range plans into near-term execution
- Hold the team accountable for Service Level, Short Range Forecast Accuracy, Schedule Effectiveness and Cost Accountability (Occupancy)
- Coach and develop the team on resource planning functions and career progression
- Participate in or lead projects crucial to specialty growth
- Assist in ROI calculations for new projects or tools supporting specialty operations
- Lead service recovery steps when needed
- Collaborate with departments to analyze data and lead data-driven decisions supporting Line of Business objectives
- Lead an integrated blended planning model for phone activity and off-phone work-in-progress (WIP)
- Forecast and staff WIP volumes alongside inbound and outbound call demand
- Monitor backlog, aging and turnaround time, and establish prioritization rules for staff flexing between phone and off-phone work
- Lead initiatives improving blended efficiency and building team capabilities
Requirements
What you’ll need- 7+ years of work experience
- 5+ years of Resource Planning or equivalent Operational experience in a multi-site environment
- 5+ years of experience utilizing Five9 or similar ACD system for contact center management and reporting
- 5+ years of experience utilizing Nice/IEX workforce management software or similar applications and back office
- Experience performing root cause investigation, problem solving, articulating conclusions and making recommendations
- Experience/proficiency utilizing Microsoft Excel for data analysis
- Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
- Ability to learn quickly while understanding and solving new problems
- Bachelor’s degree or equivalent experience
- Candidates can live anywhere in the U.S.
Benefits
Comp & perks- CVS Health bonus, commission or short-term incentive program
- Award target in the company’s equity award program
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being, based on eligibility