Senior Analyst, Resource Planning

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary
Applies in-depth knowledge in allocating and optimizing resources to contribute to strategic decision-making. Ensures effective resource utilization by analyzing data, developing capacity plans, optimizing scheduling processes, and collaborating with stakeholders. Takes a lead in driving process improvements, providing insights, and mentoring junior team members.

• The Resource Planning Senior Analyst is responsible for the creation of short-range forecasting, schedule creation and effectiveness, and Intra-day Plans (IDP) analysis that will drive the weekly and daily achievement of service/inventory level goals and cost effectiveness.
• This role is the key resource for being the central point of contact and subject matter expert within the resource planning team for their assigned queues.
• The Resource Planning Senior Analyst is responsible for analyzing any short-range schedule changes and or schedule additions or deductions, future week overtime and VTO, as well as holiday coverage recommendations that ensures achievement of Service/Inventory Levels and Costs. This also includes the appropriate leveraging of resources across queues to best drive productivity.
• They will hold weekly IDP reviews with Ops leaders, Resource Planning and Vendor peers for each of their assigned queues to ensure all risks are called out and accounted for. In these reviews, the Planning Sr. Analyst will propose and partner with Operations to drive solutions that meet all organizational goals.
• They will work together with the RP Mid-range planning team, to ensure mid-range forecasts account for changing trends in volumes or rates within their assigned queues. They will also be an active participant in the weekly Mid-range review sessions. During those sessions, they are also responsible for providing recommendations around hiring plans to the mid and long-range forecast team based on opportunities identified in the future IDPs or trends.

• Minimum 3 years experience in utilizing Verint workforce management software, to include forcasting and scheduling, or similar applications (for example, NICE, Aspect Worforce, Five9)
• Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment
• Minimum 3 years experience in utilizing Avaya CMS Supervisor or similar ACD system for contact center management and reporting.
• Microsoft Excel for data analysis

• Experience with Tableau and PowerBI
• Communicating effectively and confidently utilizing excellent analytical, written, and verbal skills.
• Ability to work extended hours including evenings, weekends, and holidays.
• Ability to travel to on-site locations if needed

• High School Diploma or General Equivalent Development (GED)

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.