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Resource Planning Coordinator
at CVS Health
Are you interested in a work from home position and *live within 100 miles* of a CVS call center location? An opportunity where you can balance priorities in and outside of work while helping people on their path to better health? If so, consider a role at CVS Health, a Fortune 5 company, as a Resource Planning Coordinator!
The Resource Planning Coordinator will manage call volume, scheduling and manage all off-phone activities within a site. They assist in determining appropriate staffing and adjustments required to deliver client service goals while balancing initiatives and cost. The Coordinator will update and maintain information needed for Workforce Management (WFM) tools. Perform as a team member in a multi-site enterprise environment partnering with Operations teams at all locations.
Additional responsibilities of the Resource Planning Coordinator will include monitoring inbound phone queues for Specialty Pharmacy sites and agent behavior in their assigned work queues. The Coordinator will manage assigned outbound call programs and utilize intra-departmental chats to enforce agent adherence to their scheduled activities. The Coordinator also provides hourly reporting on real time calling metrics, assigns Agent IDs and submits tickets for call recording and creates and maintains agent skilling profiles in real time, and through creating dynamic scripts.
The preferred candidate will have Microsoft Office programs experience including Outlook, SharePoint, Word, Skype and Excel and basic statistical mathematical concepts (addition, subtraction, multiplication, division, fractions, and converting decimals to percentages). The candidate will also have good written and verbal communication skills as we well as critical thinking and decision making skills. The ability to work in a fast paced, enterprise team environment and work in a remote work from home team environment as well as adhere to a regular schedule is necessary. This candidate must be able to recognize patterns, assess information, and make semi-autonomous decisions quickly and utilize a multi-screen computer workstation for 8 hours a day.
***CURRENT AVAILABLE SHIFTS***
-9am - 5:30pm (EST) Monday/Tuesday/Thursday/Friday/Saturday
-1:30pm - 10pm (EST) Monday - Friday
- 2pm - 10:30pm (EST) Monday - Friday
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 working in a high volume call center environment
Previous experience with:
* Workforce Management software
* Automated Call Distribution Systems (ACD)
* Predictive outbound dialers
* Forecasting & trend analysis
* Verint i360 (Workforce management Software)
* Avaya CMS Supervisor (ACD Software)
* Weltok Call Control Dashboard (Predictive Dialer)
* Excel & Tableau
Verifiable High School Diploma or GED
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.