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CVS Health Senior Analyst, Resource Planning in Work from home, Montana

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 Summary

This position is responsible for creating tactical (short range) forecasting and analyzing scheduling/staffing for multiple lines of the business from 30 minute interval to quarterly. This will encompass multiple channels multi-site volume and staffing strategy for all LOBs. This position works with many groups to acquire, analyze data trends and distribute forecast data and staffing needs to Operations, Vendors, clients or other internal groups. This position also works with the Finance and Operations teams to incorporate organizational savings initiatives into the forecast that will affect staffing. The Sr Analyst of Tactical Forecasting will convert data into FTE need against FTE scheduled and work to optimize staffing to handle the projected volume. The ability to identify, analyze and solve complex issues involving a variety of factors in a narrow turn-around time and provide solid factual information is a key part of this role.

Additional responsibilities to include but not limited to the following:

  • Forecast intra-day to 12 week out trends

  • Organize, prioritize and manage multiple tasks on a regular basis with high level of detail

  • Identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources

  • Interpret and make inferences from the data with narrow turn-around times

  • Review and present analytical data to Senior Leaders in a clear and concise presentation.

Required Qualifications

  • 3 years' experience in a high volume customer service environment with actual experience in workforce management/resource planning

  • 3 years' experience in data analysis, including data mining, consolidation and interpretation of call center forecasting methodologies using applications such as Microsoft Excel.

  • Applied use of Five9, Verint WFM, Aspect WFM or IEX workforce management tools

  • Strong analytical, quantitative, mathematical, interpersonal and oral and written communication skills

  • Excellent knowledge of PCs and MS Office software. Proficiency with Microsoft Excel and graphing required. Very strong proficiency in MS-Excel, including high-level calculations and data manipulation tools (VLookup, Pivot tables, etc.). Ability to design comprehensive computerized data queries and reports desired

Preferred Qualifications

  • Self-Motivated with a strong attention to detail with the 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

  • Displays confidence in the ability to learn complex material and provide new ways to analyze or report on workflow performance improvement.

-Associate's degree or Bachelor's Degree preferredEducation

High School or equivalent GED required

Pay Range

The typical pay range for this role is:

$43,700.00 - $102,000.00

This 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 jobs.CVSHealth.com/benefits

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.

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