Job Title : Resource Planning Coordinator Job ID : 721316BR Location : MO - Lees Summit Street Address : 800 NW Chipman Road Suite 5830 Category : Project Management Description : 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 Minimum 6 month of experience in a high volume customer service or call center setting. Preferred Qualifications 1-2 years experience scheduling, forecasting or workload capacity analysis to include intermediate utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems. - 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 Education High School Diploma or GED required. College degree or equivalent experience desired. Business Overview CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nations largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers. CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process. For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/