Job Description
The Resource Planning Coordinator is responsible for monitoring and managing the call queues to maintain service level performance at or above 80%. This includes monitoring specific clients and vendor performance as well as the universal queues and making adjustments, decisions and recommendations as needed. The team will be the conduit for information and intra-day and real-time performance of the overall business, including internal site and external vendors. They will engage management and the vendors to gather information and provide direction to keep the business in line with service level performance goals. They will be the central point of contact to handle communication and action plans around any contingency driving issue (system/site down: weather issue; high call volume; etc.)
Required Qualifications
- Excellent analytical, written and verbal skills
- Good Attendance
- Ability to work independently
- Ability to manage multiple task/projects
- Analytical thinker
- Self starter
- Knowledge of call queues and/or systems used to manage those systems
- Strong proficiency in MS-Excel, Proficiency in all MS-Office applications
Preferred Qualifications
1-2 years experience to include intermediate utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems including ICM, ISE, CMS AVAYA Supervisor
Education
High School Diploma or GED required. College degree or equivalent experience desired.
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.