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Resource Planning Consultant

at CVS Health

Posted: 6/10/2019
Job Reference #: 1009014BR

Job Description

Job Title :
Resource Planning Consultant
Job ID :
Location :
AZ - Scottsdale
Street Address :
9501 E Shea Blvd
Category :
Customer Service
Description :
Job Description
This position will support a variety of Resource Planning functions for multiple Clinical programs to ensure appropriate staffing by department. Duties include: monitoring Avaya CMS, any cloud based or predictive dialer for inbound/outbound calls, adjusting staff to ensure service levels and performance goals are met, create and maintain data in CMS, Verint WFM and other databases which may be applicable to this role. The Consultant will research and support operational staffing adjustments to maximize employee efficiency and assist with forecasting/scheduling all call center functions, including phone and offline/back-office functions within multi-skill/multi-site environments, assist in determining appropriate workload to complete any intraday/real time monitoring of call stats and schedules in order to meet service levels/TAT. Position promotes a positive work environment, performs as a team member and initiates suggestions to continually improve process and protocols related to workforce management for the Clinical Shared Organization.

1. Intraday and real time monitoring of Avaya CMS, Verint WFM, Aspect, Avaya Predictive Dialer, and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc). Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule
2. Participate and present on Adhoc, daily, weekly, quarterly meetings with business partners and team on workflow/scheduling concerns/forecasts and staffing changes
3. Provide and maintain reports/data in CMS, Verint WFM and other applicable databases/resources
4. Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business
5. Review waitlisted PTO for additional approvals which may fall within business parameters
6. System maintenance of employees new hires and terms
7. Individual Development of skills to maintain skill set and career advancement

The hours of this position are Monday through Friday from 11:30AM-8PM CST year round with occasional Saturday shift and overtime.

Required Qualifications
1. Minimum of 2 years of experience in a high volume customer service environment with actual experience in workforce
2. Minimum of 1+ years of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting
3. Preferred Bachelor’s degree or equivalent combination of education and work experience
4. Minimum of 6+months of experience in applied use of intraday and real time monitoring of Avaya CMS, Verint WFM, Aspect WFM or IEX workforce management tools are required, including cloud based and/or Avaya equivalent dialer program
5. Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel
6. Organize, prioritize and manage multiple tasks on a regular basis with high level of detail
7. Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources
8. Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information is a key part of this role
9. Provide and maintain effective written correspondence through email, office communicator/Skype, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).
10. Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups via email/presentations/Webex/conference calls
11. Self-Motivated with a strong attention to detail with the ability to work independently
12. Ability to work in a high production, time sensitive environment
13. Able to prioritize and manage multiple tasks
14. Demonstrates resourcefulness in problem-solving

Preferred Qualifications
- 3-5 years experience in high volume customer service environment with actual experience in workforce
Excellent communication skills

- Ability to learn new software's

- 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 GED required. Associate's degree/Bachelor’s degree or equivalent combination of education and work experience preferred.

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!