Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position SummaryThis position will support a variety of Resource Planning functions for multiple lines of business to ensure appropriate staffing by department. Duties include: monitoring telephonic systems, adjusting staff to ensure performance goals are met, managing employee data via Verint WFM and other databases which may be applicable to this role. The Analyst will research and support operational staffing adjustments to maximize employee efficiency and assist with forecasting/scheduling all functions, including phone and offline/back-office functions within a multi-site environment, assist in determining appropriate workload to complete any intraday/real time monitoring of statistics and schedules in order to meet required outcomes. 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 the organization.Additional responsibilities to include but not limited to the following:
Conducts thorough research and analysis to identify business needs and objectives that support the organization's goals and key deliverables.
Develops strategies and plans to meet the goals and key deliverables that drive organizational growth.
Analyzes complex data and interprets the information to help make informed decisions that support the organization's growth and development.
Leverages statistical models and resource management software to generate accurate demand forecasts that help optimize resource planning efforts.
Researches and analyzes industry trends and regulations to ensure organizational compliance.
Assesses resource availability and monitors usage patterns to provide recommendations for enhancing resource allocation efficiency.
Communicates effectively, conveying information and progress to internal and external stakeholders and senior management to achieve the organization's key objectives.
Supports area staff to ensure adherence to regulatory requirements and best practices.
Monitors and evaluates business resource planning processes and procedures to identify continuous improvement and innovation opportunities.
Required Qualifications
2 years' experience in a customer service environment with actual experience in workforce management
Preferred Qualifications
Basic awareness of problem solving and decision making skills
Resource Management Certified Professional (RMCP) preferred.
EducationHigh school diploma or equivalent GED required.Pay RangeThe typical pay range for this role is:$43,888.00 - $76,500.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)We anticipate the application window for this opening will close on: 01/17/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
