Specialist Resource Planning
Req. ID: 116164BR
Business Area: CVS Caremark
Location: TX - Richardson
Job Category: Business Analyst, Logistics
Clinical Licensure Required : N/A
Job Type: Full Time
This position will support a variety of Resource Planning functions for multiple Clinical programs to ensure appropriate staffing by department.
*Duties include creating and maintaining reports/data in CMS, WFM tools, and other databases.
*Research and support various Resource Planning reports as needed.
*Incumbent will assist with forecasting, scheduling, and managing all off phone activities within multi skill/multi site environment.
*Assist in determining appropriate staffing levels and adjustment recommendations in order to meet service levels.
*Intraday and real time monitoring of call stats and schedules
*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 CSO. "
*Minimum 2 years experience in a high volume customer service environment *Excellent knowledge of PCs and MS Office software. *Ability to obtain, review, analyze and compile information from multiple data sources. *Ability to learn new software or methods of communicating metrics and performance. Ability to think of new ways to analyze or report on workforce performance improvement. Ability to handle multiple tasks with competing priorities.
*experience in workforce management/resource planning. Workforce management forecasting in Healthcare or Pharmacy Benefit Management (PBM) industry experience a plus *Applied use of CMS and Workforce management tools are required. (i.e. Avaya CMS, Verint I360, Aspect eWFM) Ability to run intra-day reporting and scheduling. *Previous experience in data analysis, including data mining, consolidation and interpretation of call center scheduling methodologies. *Proficiency in structured query language, and Microsoft Excel. Ability to design comprehensive computerized data queries and reports desired
Verifiable High School diploma or GED is required.
CVS Caremark, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.