Job Description The Resource Planning Coordinator will monitor and manage call volumes and phone queues, scheduling, and manage all off-phone activities to maintain service levels and performance. This includes real time phone monitoring and staffing changes, as well making decisions and recommendations as needed while working with leadership to provide direction on adjustments both for individual sites, as well as network wide. Coordinators will assist in determining appropriate staffing requirements and modifications required to deliver client service goals while balancing initiatives and cost. They will update and maintain information needed for WFM tools. Coordinators will perform as team members in a multi-site enterprise environment partnering with operations teams at all locations. They will engage management, and report out on service level, and performance goals via email and standardized reporting. Required Qualifications6 months experience working in a high volume call center environment or previous experience in workforce management preferred.
Preferred Qualifications-6+ months experience with CMS supervisor tool kit usage and application
-1+ years of experience with Verint, Acyus, Mattersight, Avaya or other Work Force Systems
-1-2 years experience in scheduling, forecasting or workload capacity analysis to include
-Intermediate utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems
-Excellent analytical, written and verbal skills
-Ability to manage multiple tasks/projects
-Ability to work independently and with a team
-Forecasting and analysis a plus
-Past experience with WFM tools
-Experience in a fast paced, high volume production environment
-Knowledge of call queues and/or the tools used to manage those systems
-Strong proficiency all MS-Office applications with an emphasis on MS-Excel is required
Education High School Diploma or GED required Business Overview
CVS Health, 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.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, 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
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health
CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.
For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/