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Resource Planning Consultant

03/15/2019Call Center
Job Location:
Mount Prospect|NJ, IL
Metro Area:
IL - Other
Company Name: CVS Health
Address:
800 Biermann Court Suite B
Mount Prospect|NJ, IL
Website:  Click to Visit
CVS Health
Job Description
We are seeking a Workforce Management Analyst with 1 - 3 years of experience in a Call Center and/or Back Office environment. This position is responsible for the day to day, weekly and monthly workforce scheduling, queue monitoring and volume analysis to meet service level metrics.

The Analyst works closely with Operations and other WFM members to coordinate and analyze operational data in order to develop schedules, while identifying trends and potential risks that may arise throughout the day. This position assists with measuring real-time adherence and the managing of volume across phones and Pharmacy processing, allowing for adjustments to schedules in an accurate and timely fashion in order to meet business objectives.

Required Qualifications
-1+ years of Workforce Management experience
-Strong PC skills, including Excel & other MS Office applications

Preferred Qualifications
-Previous PBM experience preferred
-Experience with Workforce Management tools and functions, such as eWFM, Verint, etc. preferred
-Experience with Hyperion Essbase preferred
- Create and maintain shift profiles and scheduling rules within planning models and workforce management applications.
-Manage agent scheduling, (including shifts, overtime,
training, meetings, absenteeism, vacation, exceptions, etc.) to ensure
daily service level objectives are met.
-Facilitate shift bid process, as needed.

Education
High School diploma or GED required
Bachelors degree or equivalent experience preferred

Business Overview
It’s a new day in health care.


Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.


We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.


CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. 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. 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. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Counsel@cvshealth.com">Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.


If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com">cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.
 
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