Analyst, Resource Planning

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

This position supports a variety of Resource Planning functions across multiple Clinical Operations programs to ensure appropriate staffing and operational efficiency. Responsibilities include workforce scheduling, real-time management, forecasting support, reporting, and staffing analysis. The Analyst partners with business leaders to evaluate workload demands, recommend staffing adjustments, and optimize resource utilization to achieve service level and performance goals. This role utilizes workforce management tools, reporting platforms, and operational data to monitor staffing needs, analyze trends, and support business decisions.

The Analyst is expected to identify opportunities for process improvement, provide actionable insights, and contribute to the overall success of workforce management operations. Additional responsibilities include but are not limited to the following:
Perform intraday and real-time monitoring of Five9, CAS offline queues, Verint WFM, NICE, Aceyus, and Novologix, including inbound calls, outbound calls, faxes, and offline workloads. Adjust staffing, workflows, and schedules to ensure service level and performance goals are achieved while monitoring employee schedule adherence. Participate in and present during ad hoc, daily, weekly, and quarterly meetings with business partners and team members regarding workflow, scheduling, forecasting, and staffing changes.

Develop, maintain, and distribute workforce management reports, dashboards, and operational data to support staffing and business decisions. Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business Present workforce recommendations, staffing impacts, and operational insights to leaders and business partners. Review and evaluate PTO requests based on staffing requirements and established business guidelines.

Maintain workforce management systems by processing employee new hires, transfers, and terminations. Pursue ongoing professional development to maintain and enhance workforce management knowledge, technical skills, and career growth. Analyze staffing trends, schedule adherence, and operational performance to identify opportunities for improvement. Develop recommendations regarding staffing adjustments based on volume, service levels, and business needs. Support forecasting and scheduling activities through data analysis and historical trend evaluation.

Partner with operational leaders to communicate workforce risks, staffing gaps, and recommended solutions. Assist with workforce management projects, initiatives, and process improvement efforts. The standard schedule for this position is 10:30 AM to 7:00 PM CST, Monday through Friday. Occasional Saturday support may be required based on business needs. Work schedules may be adjusted periodically to support operational requirements, with staffing coverage generally provided between 7:00 AM and 9:00 PM CST.

• 2 years of experience in Workforce Management, Resource Planning, call center operations, or a related analytical environment.
• 1 year of experience analyzing workforce, operational, or performance data.
• Experience utilizing workforce management tools such as Verint, NICE, IEX, or similar platforms.
• Experience supporting real-time management, staffing analysis, scheduling, or forecasting activities.
• Strong analytical and problem-solving skills with the ability to interpret data and provide actionable recommendations.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong written and verbal communication skills.
• Advanced proficiency with Microsoft Excel, reporting tools, and data analysis techniques.
• Ability to work independently while collaborating effectively with cross-functional teams.

• 3 years of Workforce Management or Resource Planning experience.
• Experience supporting healthcare, PBM, contact center, or back-office operations.
• Experience with forecasting, scheduling, and intraday…