, Nevada

Job Description
Are you interested in a work from home position and *live within 100 miles* of a CVS call center location? An opportunity where you can balance priorities in and outside of work while helping people on their path to better health? If so, consider a role at CVS Health, a Fortune 5 company, as a Resource Planning Coordinator!

The Resource Planning Coordinator will manage call volume, scheduling and manage all off-phone activities within a site. They assist in determining appropriate staffing and adjustments required to deliver client service goals while balancing initiatives and cost. The Coordinator will update and maintain information needed for Workforce Management (WFM) tools. Perform as a team member in a multi-site enterprise environment partnering with Operations teams at all locations.

Additional responsibilities of the Resource Planning Coordinator will include monitoring inbound phone queues for Specialty Pharmacy sites and agent behavior in their assigned work queues. The Coordinator will manage assigned outbound call programs and utilize intra-departmental chats to enforce agent adherence to their scheduled activities. The Coordinator also provides hourly reporting on real time calling metrics, assigns Agent IDs and submits tickets for call recording and creates and maintains agent skilling profiles in real time, and through creating dynamic scripts.

The preferred candidate will have Microsoft Office programs experience including Outlook, SharePoint, Word, Skype and Excel and basic statistical mathematical concepts (addition, subtraction, multiplication, division, fractions, and converting decimals to percentages). The candidate will also have good written and verbal communication skills as we well as critical thinking and decision making skills. The ability to work in a fast paced, enterprise team environment and work in a remote work from home team environment as well as adhere to a regular schedule is necessary. This candidate must be able to recognize patterns, assess information, and make semi-autonomous decisions quickly and utilize a multi-screen computer workstation for 8 hours a day.

Required Qualifications
- 6+ months experience working in a high volume call center
- Excel Experience
- Punctual & Organized
- Detail oriented
- Flexible

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions 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, pregnancy, or religious belief that prevents them from being vaccinated.
  • If you are 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 within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.


Preferred Qualifications
Previous experience with:
• Workforce Management software
• Automated Call Distribution Systems (ACD)
• Predictive outbound dialers
• Forecasting & trend analysis
• Verint i360 (Workforce management Software)
• Avaya CMS Supervisor (ACD Software)
• Weltok Call Control Dashboard (Predictive Dialer)
• Excel & Tableau

Education
Verifiable High School Diploma or GED

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.


We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. 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. See Job Description

, Nevada

Continue serving and work with a purpose

As a CVS Health colleague, you'll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone's life, including your own. Learn more about how you can continue serving on your next mission at CVS Health.

Careers for Veterans and Military Spouses

 

"The military has an ethos that is grounded in purpose-driven service that’s bigger than the individual. The same holds true for us at CVS Health. You can talk to colleagues in any part of our business and they will be able to articulate our company’s purpose. Working here provides an opportunity for service members and military spouses to continue to serve, just in a civvies."

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