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CVS Health Capacity Planner, Resource Planning - Advisor in Hartford, Connecticut

Job Description

CVS Health has an outstanding opportunity for a Capacity Planner, Resource Planning - Advisor.

The Capacity Planner, Resource Planning - Advisor is responsible for developing and maintaining a labor capacity planning model, using all forecast inputs (AHT, shrinkage, call volume, occupancy, etc) and the most up to date hiring and retention trends in contact centers (both internal and outsourced) to present a view of capacity and demand to forecast projections. This is a critical function within the CVS PBM Customer Care group that will act as the main point of contact to ensure our longer term labor needs are met, particularly during January Welcome Season. The position works with operations leaders and internal colleagues on recommendations to provide better support and standardize procedures to improve efficiency of the department. Requires excellent oral and written communication and analytical skills.

Required Qualifications

*5 or more years of experience in a high volume customer service environment with actual experience in workforce management/resource planning (an equivalent combination of education and experience may substitute).

*3 or more years of forecasting (time series regression) 3

*3 or more years developing and implementing staffing models. Must coordinate with workforce consultants and managers across sites to identify opportunities for service improvements and cost efficiencies.

Preferred Qualifications

*Experience in the healthcare industry (particularly PBM)

*Knowledge of Six Sigma Principles

*SQL Experience

*Contact center experience

*Data visualization experience preferred (particularly Tableau)

*Advanced MS Office experience required (particularly excel).

*Excellent analytical and problem solving ability required, including the capability to quickly change course as business needs dictate.

*Leading operational meetings to assess performance, training readiness and completion, hiring effectiveness and risk, and clearly outlining any operational risks.

*Driving a culture of root cause analysis with a focus on removing inefficiencies from processes.

  • Self-Motivated with a strong attention to detail with the ability to work independently.

*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.

*Ability to review analytical data with Sr Leaders in a clear and concise presentation.

*Proven ability to translate business strategy into directions, plans, and measurable objectives.

*Outstanding ability to build and maintain working relationships across a wide variety of internal and external partners.


*Bachelor’s degree or equivalent work experience in information technology, application support or related areas.

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 at and EEO IS THE LAW SUPPLEMENT at . We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team at . 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 . For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352 .