173 Natural Resource Management jobs in the United States

What's the role?

Northwestern Mutual is in search of a Planning Resource Manager who will Develop, coordinates and manages the execution for Workforce development plans, strategy, and projects that support the operational areas of the company. The manager works with the Operations leadership teams, vendors and internal partners to ensure the delivery of staffing plans and service level results. Responsible for a team who optimizes staffing resources and reallocates staff based on workload and oversight of the intra-day service levels across enterprise operations. Partners with operational leadership to make recommendations and provide guidance on implementation of changes as a result.

Characterized by proactively identifying, recommending, and implementing changes to policies and procedures to enhance effectiveness and efficiency of the business unit. May assist in the strategic direction and implementation of the business unit.

Primary Duties & Responsibilities:

• Oversee the workforce planning process for operational business areas. This includes daily and interval forecasts, and the modification of efficient agent schedules.
• Works closely with technical team lead to ensure workforce plans are meeting the needs of our business partners.
• Oversee the day-to-day operations of the area including developing, recommending and implementing new policies and procedures, ensuring goal attainment, and complying with applicable laws and regulations.
• Proactively evaluates current workflow to develop and implement policy/procedure changes and/or service enhancements as a means of continually seeking opportunities to increase work efficiencies.
• Responsible for all people management activities including the direct management of other employees. Directing, monitoring and evaluating day to day work flow/quality; assessing and maintaining performance standards and measures, hiring and retention of staff and employee discipline.
• Proactively leads efforts to manage cultural and process/procedural change across the department.
• Accountable for managing financial resources to include planning/budgeting.
• Assists senior management in the development of area's annual operational plan.
• Responsible for maximum operational efficiency through establishing, directing and coordinating the team's service activities, analysis of customer satisfaction and identifying changing service demands.
• Primarily focused on the execution of operational plan over the next year.
• Independently leads complex business area projects/support assignments with decision making authority and/or participates in cross-departmental projects.
• Recommends continuous improvements by identifying technical and service gaps, independently seeks and implements solutions.
• Problems and issues have a variety of interpretations and require careful evaluation and reference to many varied options impacting both the customer, financial representative and the business. Assignments require reviewing diverse procedures and choosing from among many options where clear alternatives do not exist.
• May be sought out for their input and the ability to contribute to direction setting at a departmental level. Removes obstacles from group members to solving problems. Considers the long-term effect of solutions to include risk analysis.

Bring your best! What this role needs:

• Bachelor's degree in business or related field or an equivalent combination of education and progressively responsible work experience.
• Minimum of five years related experience preferably in workforce management operations in a call center or blended operations environment.
• Proven leadership skills, working with diverse teams in an operational environment where effective supervision and coaching were demonstrated. Typically this experience is gained by having 2 or more years of people management experience.
• Analytical ability, judgment and decision making.
• Good management, human relations and interpersonal skills to manage a group of people.
• Experience with process improvement and workflow. Advocate for Continuous Learning Improvement efforts.
• Good project management experience to include operational management and policies and procedures development.
• Excellent written and verbal communication skills and organizational skills.
• Advanced Excel skills and experience in advanced formulas, array formulas, circular references, tables formatting, condition formatting, advanced charting, pivot tables reporting.
• Experience with WFM software, preferably Verint.
• Experience with Automatic Call Distribution (ACD) and routing systems.

#LI-Hybrid

Compensation Range:

Pay Range - Start:

$76,650.00

Pay Range - End:

$142,350.00

Geographic Specific Pay Structure:

195 - Structure 110: 84,350.00 USD - 156,650.00 USD 195 - Structure 115: 88,130.00 USD - 163,670.00 USD

We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups

PandoLogic. Category:Logistics, Keywords:Resource Planning Manager, Location:Franklin, WI-53132

What's the role?

Northwestern Mutual is seeking a Resource Planning Consultant who will be responsible for conducting data analysis for operational resource and capacity planning using complex statistical analysis quantitative methods to identify trends, anomalies, and outliers.

Primary Duties & Responsibilities:

• Conduct analysis of data using complex statistical analysis quantitative methods including linear regression, logistic regression, and methods for clustered and repeated measures data to identify trends, anomalies, and outliers.

• Create accurate long-term forecasts for volume, average handle time and shrinkage for all supported workgroups using advanced techniques to develop comprehensive headcount plans

• Drive budget planning cycles through effective support of operational understanding and planning to maximize the budgeting processes.

• Develop and maintain staff models looking out 3 years that align with long term business plans, budget requirements and learning needs.

• Integrate and interpret data from many different sources including system applications, databases, Excel extracts and databases and format to perform in depth analysis.

• Strong understanding of business area to create a comprehensive overview and analysis of critical business data to consult leaders with solutions and options to help resolve business problems.

• Recommend KPI’s and metrics for measuring and reporting business results and workforce gaps to business leaders. Create and maintain workforce planning scorecard and dashboard.

• Identify and recommend process improvement opportunities within the Resource Planning team and share observations on processes within the business areas supported.

• Leverage data mining, analytics, and reporting tools.

• Participates in cross functional projects and develop project deliverables for various enterprise scopes.

Bring your best! What this role needs:

• Bachelor’s degree in business, statistics, mathematics or a related field or an equivalent combination of professional related work experience.

• 5+ years of workforce management experience

• 3+ years of quantitative analysis or research experience

• Strong understanding and experience forecasting using trend extrapolation, driver based, simple regression, econometric models, and multivariate methods.

• Experience as primary capacity consultant for Vice President level Senior Leadership providing optimal headcount plans and hiring strategy to accomplish budget objectives

• Experience working with SPSS or other statistical software package

• Expert Excel skills and experience in macros, data tables, integrating Excel with other tools, evaluating and trouble-shooting complex models and optimizing Excel

• Expertise with using Power Query, the Excel internal Data Model, Cube formulas, DAX, and Power Pivot

Preferred Qualifications:

• Analysis experience in Customer Service or Operations preferred

• Previous Capacity Planning experience strongly preferred

• Experience with WFM Solutions such as Aspect, NICE IEX, and/or Verint

• Experience with VBA programming within Excel and leveraging the Excel object model to automate workbooks

#LI-Hybrid

Compensation Range:

Pay Range - Start:

$69,720.00

Pay Range - End:

$129,480.00

Geographic Specific Pay Structure:

We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups

PandoLogic. Category:Logistics, Keywords:Resource Planning Consultant, Location:Franklin, WI-53132

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
Resource Planning Analyst is responsible for the real-time monitoring including current 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 Verint (or current/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 all scheduling activity within 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 loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity 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 point of contact to handle communication and action plans around any implemented contingency plans.
Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, 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, current day/week outlook and following week outlook with Operations and other key stakeholders.
**Primary Job Duties & Responsibilities:**
+ 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
+ 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
+ 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
+ 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.
**Prior Relevant Work Experience** **:**
+ 1 to 3 years - Required
+ 3 to 5 years - Preferred
**Skill In:**
+ Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
+ Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
+ Minimum 3 years experience in utilizing Verint workforce management software or similar application.
+ Proficiency utilizing Microsoft Excel for data analysis
**Ability To:**
Ability to learn quickly while understanding and solving new problems Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
**Preferred Qualifications:**
**Knowledge of:**
+ Knowledge of healthcare and/or pharmacy benefits management organizations
+ Specialty Pharmacy Experience
**Skill in:**
+ MS Office, Tableau, Power BI
**Ability To:**
+ Ability to work extended hours including evenings, weekends, and holidays.
**Education:**
+ High School Diploma or General Equivalent Development (GED) - Required
+ Bachelor Degree - Preferred
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $102,081.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 11/08/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
Resource Planning Analyst is responsible for the real-time monitoring including current 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 Verint (or current/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 all scheduling activity within 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 loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity 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 point of contact to handle communication and action plans around any implemented contingency plans.
Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, 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, current day/week outlook and following week outlook with Operations and other key stakeholders.
**Primary Job Duties & Responsibilities:**
+ 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
+ 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
+ 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
+ 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.
**Prior Relevant Work Experience** **:**
+ 1 to 3 years - Required
+ 3 to 5 years - Preferred
**Skill In:**
+ Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
+ Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
+ Minimum 3 years experience in utilizing Verint workforce management software or similar application.
+ Proficiency utilizing Microsoft Excel for data analysis
**Ability To:**
Ability to learn quickly while understanding and solving new problems Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
**Preferred Qualifications:**
**Knowledge of:**
+ Knowledge of healthcare and/or pharmacy benefits management organizations
+ Specialty Pharmacy Experience
**Skill in:**
+ MS Office, Tableau, Power BI
**Ability To:**
+ Ability to work extended hours including evenings, weekends, and holidays.
**Education:**
+ High School Diploma or General Equivalent Development (GED) - Required
+ Bachelor Degree - Preferred
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $102,081.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 11/08/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
Resource Planning Analyst is responsible for the real-time monitoring including current 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 Verint (or current/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 all scheduling activity within 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 loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity 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 point of contact to handle communication and action plans around any implemented contingency plans.
Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, 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, current day/week outlook and following week outlook with Operations and other key stakeholders.
**Primary Job Duties & Responsibilities:**
+ 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
+ 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
+ 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
+ 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.
**Prior Relevant Work Experience** **:**
+ 1 to 3 years - Required
+ 3 to 5 years - Preferred
**Skill In:**
+ Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
+ Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
+ Minimum 3 years experience in utilizing Verint workforce management software or similar application.
+ Proficiency utilizing Microsoft Excel for data analysis
**Ability To:**
Ability to learn quickly while understanding and solving new problems Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
**Preferred Qualifications:**
**Knowledge of:**
+ Knowledge of healthcare and/or pharmacy benefits management organizations
+ Specialty Pharmacy Experience
**Skill in:**
+ MS Office, Tableau, Power BI
**Ability To:**
+ Ability to work extended hours including evenings, weekends, and holidays.
**Education:**
+ High School Diploma or General Equivalent Development (GED) - Required
+ Bachelor Degree - Preferred
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $102,081.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 11/08/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
Resource Planning Analyst is responsible for the real-time monitoring including current 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 Verint (or current/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 all scheduling activity within 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 loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity 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 point of contact to handle communication and action plans around any implemented contingency plans.
Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, 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, current day/week outlook and following week outlook with Operations and other key stakeholders.
**Primary Job Duties & Responsibilities:**
+ 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
+ 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
+ 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
+ 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.
**Prior Relevant Work Experience** **:**
+ 1 to 3 years - Required
+ 3 to 5 years - Preferred
**Skill In:**
+ Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
+ Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
+ Minimum 3 years experience in utilizing Verint workforce management software or similar application.
+ Proficiency utilizing Microsoft Excel for data analysis
**Ability To:**
Ability to learn quickly while understanding and solving new problems Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
**Preferred Qualifications:**
**Knowledge of:**
+ Knowledge of healthcare and/or pharmacy benefits management organizations
+ Specialty Pharmacy Experience
**Skill in:**
+ MS Office, Tableau, Power BI
**Ability To:**
+ Ability to work extended hours including evenings, weekends, and holidays.
**Education:**
+ High School Diploma or General Equivalent Development (GED) - Required
+ Bachelor Degree - Preferred
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $102,081.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 11/08/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
Resource Planning Analyst is responsible for the real-time monitoring including current 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 Verint (or current/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 all scheduling activity within 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 loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity 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 point of contact to handle communication and action plans around any implemented contingency plans.
Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, 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, current day/week outlook and following week outlook with Operations and other key stakeholders.
**Primary Job Duties & Responsibilities:**
+ 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
+ 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
+ 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
+ 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.
**Prior Relevant Work Experience** **:**
+ 1 to 3 years - Required
+ 3 to 5 years - Preferred
**Skill In:**
+ Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
+ Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
+ Minimum 3 years experience in utilizing Verint workforce management software or similar application.
+ Proficiency utilizing Microsoft Excel for data analysis
**Ability To:**
Ability to learn quickly while understanding and solving new problems Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
**Preferred Qualifications:**
**Knowledge of:**
+ Knowledge of healthcare and/or pharmacy benefits management organizations
+ Specialty Pharmacy Experience
**Skill in:**
+ MS Office, Tableau, Power BI
**Ability To:**
+ Ability to work extended hours including evenings, weekends, and holidays.
**Education:**
+ High School Diploma or General Equivalent Development (GED) - Required
+ Bachelor Degree - Preferred
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $102,081.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 11/08/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
Resource Planning Analyst is responsible for the real-time monitoring including current 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 Verint (or current/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 all scheduling activity within 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 loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity 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 point of contact to handle communication and action plans around any implemented contingency plans.
Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, 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, current day/week outlook and following week outlook with Operations and other key stakeholders.
**Primary Job Duties & Responsibilities:**
+ 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
+ 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
+ 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
+ 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.
**Prior Relevant Work Experience** **:**
+ 1 to 3 years - Required
+ 3 to 5 years - Preferred
**Skill In:**
+ Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
+ Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
+ Minimum 3 years experience in utilizing Verint workforce management software or similar application.
+ Proficiency utilizing Microsoft Excel for data analysis
**Ability To:**
Ability to learn quickly while understanding and solving new problems Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
**Preferred Qualifications:**
**Knowledge of:**
+ Knowledge of healthcare and/or pharmacy benefits management organizations
+ Specialty Pharmacy Experience
**Skill in:**
+ MS Office, Tableau, Power BI
**Ability To:**
+ Ability to work extended hours including evenings, weekends, and holidays.
**Education:**
+ High School Diploma or General Equivalent Development (GED) - Required
+ Bachelor Degree - Preferred
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $102,081.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 11/08/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
Resource Planning Analyst is responsible for the real-time monitoring including current 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 Verint (or current/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 all scheduling activity within 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 loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the overall resource plan to properly predict capacity 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 point of contact to handle communication and action plans around any implemented contingency plans.
Ensures the maintenance of colleague skilling profiles within Verint and Avaya CMS Supervisor/Five9, 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, current day/week outlook and following week outlook with Operations and other key stakeholders.
**Primary Job Duties & Responsibilities:**
+ 65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
+ 20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning (Long Range, Analyst II and Vendor RP) around deviations to metrics that impact the team at larges ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
+ 10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
+ 5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.
**Prior Relevant Work Experience** **:**
+ 1 to 3 years - Required
+ 3 to 5 years - Preferred
**Skill In:**
+ Minimum 3 years Resource Planning or equivalent Operational experience in multi-site environment.
+ Minimum 3 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
+ Minimum 3 years experience in utilizing Verint workforce management software or similar application.
+ Proficiency utilizing Microsoft Excel for data analysis
**Ability To:**
Ability to learn quickly while understanding and solving new problems Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills
**Preferred Qualifications:**
**Knowledge of:**
+ Knowledge of healthcare and/or pharmacy benefits management organizations
+ Specialty Pharmacy Experience
**Skill in:**
+ MS Office, Tableau, Power BI
**Ability To:**
+ Ability to work extended hours including evenings, weekends, and holidays.
**Education:**
+ High School Diploma or General Equivalent Development (GED) - Required
+ Bachelor Degree - Preferred
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $102,081.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 11/08/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.