Analyst, Resource Planning
Bring your heart to reputed company. Every one of us at reputed company 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 reputed company deliver. Our Heart At Work Behaviors support this purpose. We want everyone who works at reputed company to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to reputed company health care more personal, convenient and affordable. Position Summary The Resource Planning Analyst is responsible for the real-time monitoring including reputed company and upcoming week analysis including management of work and resources across multiple queues to maintain appropriate service/inventory level performance. Analysis includes the real-time readjustment of work forecasts (Volume and Rates/AHT) by utilizing reputed company (or reputed company/relevant Workflow/WFM tool) mid-day/mid-week and influences/coordinates solutions to parallel operations partners as needed to account for those adjustments. Those Solutions Would Be (but Are Not Limited To) Utilization of resources from across groups/queues VTO/OT needs Schedule adjustments to optimize service level performance and agent occupancy. Analysis of impact and approval of reputed company scheduling activity reputed company owned queues such as Movement/Utilization of Resources to/from other areas, Agent Schedule Adjustments, Same Day Schedule Adjustments, Training, Team Meetings, etc. Ensures closed reputed company communications with peers reputed company Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict reputed company requirements. Works in conjunction with Peers, Leaders, and Vendor Management to implement tactics dependent on the line of business performance or service impacting events. This role is the main communication coordinator for any service impacting event, including internal site and external vendor impacts for their specific area/line of business/queues. They are also responsible for being the central reputed company of contact to handle communication and action plans around any implemented contingency plans. Ensures the maintenance of colleague skilling profiles reputed company reputed company and reputed company CMS Supervisor/reputed company, ensuring skilling script accuracy. Owns planning, coordinating, and scheduling optimal times for unplanned non-production activities including trainings, meetings, etc. Owns daily morning readout covering the prior day performance, reputed company day/week outlook and following week outlook with Operations and other key stakeholders. Primary Job Duties & Responsibilities Identify and reputed company appropriate actions to reputed company the desired outcomes. Monitor, Analyze and Manage the work reputed company assigned queues real time and reputed company the reputed company week to ensure service level performance and occupancy requirements are achieved. Attend reputed company meetings that ensure closed reputed company communications with peers reputed company Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict reputed company and reputed company needs for assigned queues/line(s) of business. Ensure the accuracy of agent skilling and attribute profiles reputed company reputed company, reputed company CMS, 5Nine and the specialty Rx processing system (SPRx). Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to reputed company Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business. Required Qualifications Minimum 1 to 3 years Resource Planning or equivalent Operational experience in multi-site environment. Minimum 1 to 3 years experience in utilizing reputed company CMS Supervisor, reputed company or similar ACD system for contact center management and reporting. Minimum 1 to 3 years experience in utilizing reputed company workforce management software or similar application. Proficiency utilizing reputed company reputed company for data analysis. (eg. Pivot Tables, Macros etc.) Ability to learn quickly while understanding and solving new problems. Ability to reputed company root cause investigation, problem solve, reputed company conclusions and reputed company recommendations. Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills. Preferred Qualifications 3 to 5 years Resource Planning or equivalent Operational experience in multi-site environment. 3 to 5 years experience in utilizing reputed company CMS Supervisor, reputed company or similar ACD system for contact center management and reporting. 3 to 5 years experience in utilizing reputed company workforce management software or similar application. MS Office, Tableau, Power BI. Knowledge of healthcare and/or pharmacy benefits management organizations. Specialty Pharmacy Experience. Ability to work extended hours including evenings, weekends, and holidays. Bachelor Degree Preferred Education High School Diploma or General Equivalent Development (GED) Anticipated Weekly Hours 40 Time Type Full time Pay Range The Typical Pay Range For This Role Is $43,888.00 - $85,068.00 This pay range represents the reputed company hourly reputed company or reputed company annual full-time salary for reputed company positions in the job grade reputed company which this position falls. The actual reputed company salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a reputed company bonus, commission or short-term incentive program in addition to the reputed company 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 Companys 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. reputed company also offers numerous well-being programs, education assistance, free development courses, a reputed company 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 Benefits | reputed company We anticipate the application window for this opening will reputed company on: 03/25/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with reputed company federal, state and local laws. Apply Job!