Resource Planning Analyst

CVS Health

. Monitor, analyze, and manage work within assigned queues in real time and within the current week .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $43,888 - $102,081 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Resource Planning and Operational Management within multi-site environments, utilizing tools such as Avaya CMS Supervisor and NICE/IEX for effective workforce management. Proficient in data analysis using Microsoft Excel and experienced in coordinating service-impacting events and communication strategies.

Highest-signal resume keywords

Resource Planning ExperienceAvaya CMS Supervisor ProficiencyNICE/IEX Workforce Management SoftwareData Analysis with Microsoft ExcelHealthcare and Pharmacy Benefits Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Resource PlanningOperational ManagementData AnalysisRoot Cause InvestigationScheduling CoordinationPerformance Metrics AnalysisContingency PlanningSkilling Profile MaintenanceForecast AdjustmentProblem Solving

Soft Skills

Analytical SkillsCommunication SkillsVerbal SkillsWritten SkillsQuick Learning

Tools & Technologies

Avaya CMS SupervisorFive9NICE/IEXMicrosoft ExcelMS OfficeTableauPower BIVerint

Certifications & Qualifications

High School DiplomaGeneral Equivalent Development (GED)

Industry Keywords

HealthcarePharmacy Benefits ManagementSpecialty PharmacyContact Center ManagementWorkforce Management

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Monitor, analyze, and manage work within assigned queues in real time and within the current week
Adjust work forecasts for volume and rates/AHT using Verint or a relevant workflow/workforce management tool
Coordinate resource utilization across groups and queues, including VTO/OT needs and schedule adjustments
Analyze and approve scheduling activity within owned queues
Communicate with Resource Planning peers about metric deviations and capacity requirements
Implement tactics with peers, leaders, and Vendor Management based on line-of-business performance or service-impacting events
Coordinate communications and action plans for service-impacting events and contingency plans
Maintain colleague skilling profiles and skilling script accuracy in Verint, Avaya CMS Supervisor, and Five9
Plan, coordinate, and schedule unplanned non-production activities such as training and meetings
Lead daily morning readouts covering prior-day performance and current and future outlooks
Attend meetings supporting closed-loop communications
Communicate service-impacting events and quantify operational impact to relevant teams and stakeholders

Requirements

What you’ll need

Minimum 4 years Resource Planning or equivalent Operational experience in multi-site environment
Minimum 4 years experience utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting
Minimum 4 years experience utilizing NICE/IEX workforce management software or similar application
Proficiency utilizing Microsoft Excel for data analysis
Ability to learn quickly while understanding and solving new problems
Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations
Excellent analytical, written, and verbal skills
High School Diploma or General Equivalent Development (GED) - Required
Knowledge of healthcare and/or pharmacy benefits management organizations
Specialty Pharmacy Experience
MS Office, Tableau, Power BI
Ability to work extended hours including evenings, weekends, and holidays

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program in addition to base pay
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being