Analyst – Resource Planning

CVS Health

. Support Resource Planning functions for multiple Clinical programs within Clinical Operations to ensure appropriate staffing by department .

Posted 9/18/2026full-timeRemote • Alabama • United StatesJuniorMid-Level💰 $43,888 - $102,081 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including forecasting and scheduling within call center environments. Proficient in data analysis and monitoring tools to optimize staffing and operational efficiency.

Highest-signal resume keywords

Workforce ManagementData AnalysisForecasting and SchedulingVerint WFMCustomer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data MiningCall Center Volume ForecastingIntraday MonitoringReal-Time MonitoringStaffing AdjustmentsScheduling ManagementProblem SolvingData ReportingEmployee Adherence MonitoringSystem Maintenance

Soft Skills

Effective CommunicationSelf-MotivatedAttention to DetailResourcefulnessOrganizational Skills

Tools & Technologies

Five9Verint WFMAspect WFMAvaya CMSMHKPeople SafeNICECloud-Based DialersPredictive DialersCMS

Industry Keywords

High Volume Customer ServicePBM SettingOperational StaffingMulti-Skill EnvironmentsTime Sensitive Environment

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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