Resource Planning Coordinator

in Honolulu, HI

Resource Planning Coordinator Job

Job Description Job Attributes+

  • Job ID


  • Req #


  • Job Location

    Honolulu, HI, US

  • Job Category

    Customer Service

  • Job Type

    Full Time

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.

-9am - 5:30pm (EST) Monday/Tuesday/Thursday/Friday/Saturday
-1:30pm - 10pm (EST) Monday - Friday
- 2pm - 10:30pm (EST) Monday - Friday

We offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a wide-ranging list of supplemental benefits and discount programs. In addition to sixteen paid days off for employees, we also offer ten paid holidays.

Required Qualifications
• 6+ months experience working in a high volume call center environment

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

Verifiable High School Diploma or GED

Additional Information

Who We Are

We’re a values-based organization focused on helping people on their path to better health. Here, you’ll work alongside former members of the military and current reservists and members of the National Guard. Bring your unique skills to our industry, and we look forward to helping you grow your career.

We offer opportunities at all levels for U.S. Veterans and will enforce the Uniformed Service Employment and Reemployment Rights Act (USERRA).

Also, if you’re a Reservist member of the National Guard, be assured that you’ll have a job at CVS Health when you return from deployment. And, even though your civilian job may differ from your military job, we have many opportunities that may be right for you.

We recognize the value of military spouses bring to our company and continue to look for ways to help you find employment.

Explore our career areas and learn more about continuing your mission to help others.

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