Workforce Management Coordinator - CVS Health (Westwood)


: $63,000.00 - $95,940.00 /year *

Employment Type

: Full-Time


: Non-Executive Management

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Job Description

The Resource Planning coordinator will manage call volume, scheduling and manage all off-phone activities within a site. Assist in determining appropriate staffing and adjustments required to deliver client service goals while balancing initiatives and cos. Update and maintain information needed for Workforce Management tools. Perform as a team member in a multi-site enterprise environment partnering with Operation teams at all sites.

Required Qualifications
1 + years Workforce Management experience.
Strong PC skills, including Excel & other MS Office applications.
Strong Competencies in Avaya

Preferred Qualifications
Previous PBM experience preferred
Experience with Workforce Management tools and functions, such as eWFM, Verint, etc. preferred
Experience with Hyperion Essbase preferred
Create and maintain shift profiles and scheduling rules within planning models and workforce management applications.

Manage agent scheduling, (including shifts, overtime,
training, meetings, absenteeism, vacation, exceptions, etc.) to ensure
daily service level objectives are met.
Facilitate shift bid process, as needed.
Support and manage WFM tools; update new hires, employee skill attributes, attrition, transfers, etc.
Monitor intra-day volumes to ensure compliance to business needs.
Perform Real-Time coordination of queue monitoring and management.

Assist with monitoring of real-time adherence call statistics
and pharmacy metrics, communicates with supervisors to ensure on/off
phone activities are managed efficiently throughout the day.
Assists with creating the short-term forecasting models (volume, productivity, non-productive time, FTEs, etc)
Assists with the analysis and reporting of key metrics and trend performance to forecast

Work collaboratively with groups across various geographies
and time zones, including but not limited to Operations & Human
Resources, to coordinate timelines to meet Senior Management and
Corporate deliverables.
Knowledge of staff planning, workload distribution and trend analysis.
Attention to detail; strong drive to ensure the integrity of underlying data & reports.
Strong communication, presentation & interpersonal skills.
Ability to multitask and prioritize within a fast paced environment


High School diploma or GED required
Bachelors degree or equivalent experience preferred

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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