Analyst – Resource Planning
Job Description:
- Support Resource Planning functions for multiple Clinical programs within Clinical Operations to ensure appropriate staffing by department
- Monitor Five9, MHK, People Safe, cloud-based or predictive dialers for inbound and outbound calls
- Adjust staff, workflow, skills, and schedules to ensure service levels and performance goals are met
- Create and maintain data in CMS, Five9, Verint WFM, NICE, and other applicable databases
- Research and support operational staffing adjustments to maximize employee efficiency
- Assist with forecasting and scheduling call center phone, offline, back-office, intraday, and real-time functions in multi-skill/multi-site environments
- Monitor Avaya CMS, Five9, CAS offline queues, MHK, People Safe, Verint WFM, NICE, Aspect, Avaya Predictive Dialer, and CAS volumes
- Monitor employee adherence to schedules
- Participate in and present at ad hoc, daily, weekly, and quarterly meetings regarding workflow, scheduling, forecasts, and staffing changes
- Provide and maintain reports and data in CMS, Verint WFM, and other applicable resources
- Maintain professional and timely email correspondence
- Review waitlisted PTO for additional approvals within business parameters
- Perform system maintenance for employee new hires and terms
- Work Monday through Friday within 7:00 AM to 8:00 PM EST based on business needs, with at least a monthly weekend rotation or as required
Requirements:
- 2 years of experience in a high volume customer service environment with actual experience in workforce
- 1 plus year(s) of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting
- 6 months of experience in applied use of intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools, including cloud based and/or Avaya equivalent dialer program
- Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel
- Organize, prioritize and manage multiple tasks on a regular basis with high level of detail
- Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources
- Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information
- Effective written correspondence through email, office communicator/Skype, and verbal communication for forecasting, scheduling, reports, data requests, and employee time off maintenance
- Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups
- Self-Motivated with a strong attention to detail and ability to work independently
- Ability to work in a high production, time sensitive environment
- Able to prioritize and manage multiple tasks
- Demonstrates resourcefulness in problem-solving
- Preferred: 3 to 5 years experience in high volume customer service environment with actual experience in workforce
- Excellent communication skills
- Ability to learn new software
- 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 equivalent GED
Benefits:
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- CVS Health bonus, commission or short-term incentive program in addition to base pay
- Individual Development of skills to maintain skill set and career advancement
