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Senior Manager, Resource Planning
CVS Health. Lead Analysts and Senior Analysts to deliver phone and WIP performance results, partnering with Mid-Range Planning .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise 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 drive performance and efficiency in multi-site environments.
Highest-signal resume keywords
Resource PlanningFive9 ACD SystemNice/IEX Workforce Management SoftwareData AnalysisTeam Leadership
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 PlanningData AnalysisForecastingPerformance MetricsROI CalculationsService Level ManagementProblem SolvingRoot Cause InvestigationMicrosoft ExcelOperational Experience
Soft Skills
Effective CommunicationCoachingTeam DevelopmentAnalytical SkillsConfidence
Tools & Technologies
Five9Nice/IEXWorkforce Management SoftwareACD Systems
Industry Keywords
Contact Center ManagementMulti-Site EnvironmentBlended Planning ModelService RecoveryCross-Functional Collaboration
About the role
Key responsibilities & impact- Lead Analysts and Senior Analysts to deliver phone and WIP performance results, partnering with Mid-Range Planning
- Coach and develop the team on resource planning functions
- 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
- 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 metrics
- Lead workforce migration strategy across cross-functional organizations
- Analyze data and lead data-driven decisions supporting Line of Business objectives
- Lead a blended planning model integrating phone activity and off-phone work-in-progress
- 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 that improve blended efficiency and build 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
- Bachelor's degree or equivalent experience
- Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
- Ability to learn quickly while understanding and solving new problems
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