Sr Cdr,Resource Planning

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 will support a variety of Resource Planning functions for multiple Clinical programs within CGSO to ensure appropriate staffing by department. Duties include, but are not limited to: monitoring Five9, CAS offline queues, MHK, People Safe, adjusting staff to ensure service levels and performance goals are met, create and maintain data in Five9, Verint WFM, and other databases which may be applicable to this role. The Sr. CDR will assist in any intraday/real time monitoring of call stats and schedules in order to meet service levels/TAT. 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 Clinical Government Shared Organization.

 

1. Intraday and real time monitoring of Five9 and CAS offline queues, MHK, People Safe, Verint WFM, and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc). Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule. Calling out auxes, ACW, long breaks to leadership.
2. Maintain correspondence to emails/Teams chats in a professional and timely manner to meet service levels and the needs of the business with schedule updates and activity changes
3. System maintenance of employees new hires and terms- adding/terming employee profiles
4. Individual Development of skills to maintain skill set and career advancement

5. Hourly queue updates for certain queues within GSO.

Required Qualifications

1. Minimum of 2 years of experience in a high volume customer service environment with actual experience in workforce
2. Minimum of 1 year of experience in applied use of intraday and real time monitoring of Five9, CAS offline queues, Verint WFM, and workforce management tools are required.
3. Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel
4. Organize, prioritize and manage multiple tasks on a regular basis

5. Provide and maintain effective written correspondence through email (Outlook & Moxie), Microsoft Teams, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).
6. Self-Motivated with a strong attention to detail with the ability to work independently
7. Ability to work in a high production, time sensitive environment
8. Able to prioritize and manage multiple tasks
9. Demonstrates resourcefulness in problem-solving

Preferred Qualifications
3-5 years experience in high volume customer service environment with actual experience in workforce
- Excellent communication skills
- Ability to learn new software's
- Ability to think outside the box

Education High School Diploma or GED required. Associate's degree/Bachelor’s degree or equivalent combination of education and work experience preferred.

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

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 ter