CVS Health, a Fortune 500 company has a new and exciting opportunity within our Resource Planning team!
As a Sr. Consultant - Resource Planning, you will assist with forecasting, scheduling and managing Specialty queues across all sites using Verint application. Assist in determining appropriate staffing levels and adjustment recommendations in order to meet client service levels. Update and maintain information in workforce management tools. Develop short and long term forecast for vendors that assist with commercial volume. Provide detailed analysis for service failures and maintain the reporting d-base of RP by making modifications and updates as needed. Also work as project lead for RP for new. Perform as a team member in a multi-site environment in order to assist CVS Caremark forecast development and scheduling analysis in all locations. Works on projects as they relate to Resource Planning as needed. Communicate scheduling updates and intraday adjustments to various leaders and staff in customer care. Build new shifts and training opportunities to better align staff to demand. Maintain the CDR training program and deliver it to RP staff annually. Travel to various call center sites may be required. All other duties as assigned.
This position is a WORK FROM HOME opportunity. However, you must be at most 75 miles from a current CVS Specialty site. Below is a list of cities where those sites are located:
Las Vegas, NV
Mt. Prospect, IL
We offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a wide-ranging list of supplemental benefits and discount programs. In addition to sixteen paid days off for employees, we also offer ten paid holidays.
-- 6+ months experience using Workforce Management application (ACD feeds, setup editor, forecast/staff groups, forecasting and scheduling modules)
--Previous experience using Avaya Supervisor (reporting, skill setup, VDN structure, custom reports)
--Proficiency in all MS-Office applications
--Very strong proficiency in MS-Excel including high-level calculations and macro writing
--Good analytical skills
--Good team building skills
--Good verbal communication skills
--Good writing and documentation skills
--Excellent Customer Relations Skills - Work with business users to define needs and advise solutions.
--Good Mentoring Skills (technical and process)
Verifiable GED or High School Diploma
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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