Consultant, Resource Planning

Job Description
RP-Consultant will be primarily responsible for running daily, weekly, monthly and ad-hoc reports, providing trends or opportunities within relation to hierarchy and call recording. Additionally, analyze reporting data to identify and prevent issues for call recording, with a general understanding of how the IT architecture works for programs including VoIP/TDM call center phones, Nice, Mattersight, Verint and ticket systems.
This position will also manage call recording projects internally to ensure business requirements are identified and delivered. This includes, but not limited to, attending daily meetings with status updates, identifying concerns or dependencies needing to be addressed with operations teams and providing project scope details to the CRS team for production integration. Position can sit anywhere in US.

Required Qualifications
1.Regular and predictable attendance (Do not delete - keep for all jobs)
2.Colleague will be required to work mandatory overtime/extended work week when needed (Do not delete - keep for all jobs)
3.What kind of computer skills are required? Proficiency in Microsoft Office Suite: Access, Excel, PowerPoint, Word, Outlook.
4.Ability to prepare presentations and perform live demonstrations and/or trainings.
5.Effectively communicate with internal/external associates, teams and business leaders.
6.Root cause analysis: proactively ask the right questions, gather and analyze data, identify and solve problems that arise with little or no precedent and with a sense of urgency.
7.Ability to rapidly adjust priorities to meet changing business requirements and to prioritize tasks in an environment with goals that sometimes conflict.
8.Provide professional support by maintaining high standards of courtesy, listening skills, rapport building skills, client expectation management and handling difficult situations.
9.Address and process adhoc requests.
10.Attend daily/weekly team meetings to provide updates on internal and business operations projects.
11.Overall comprehension on how the IT architecture works regarding phone switches and call recording solution, including VoIP/TDM call center phones, Nice, Mattersight, Verint and ticket systems.

Physical Requirements: [ex. Sit, stand, stoop, bend and walk]
1. Sit entire shift in cubicle/desk
2. 100% Computer work
3. Phone work required as needed based on business needs
4. Travel requirements as needed (plane, vehicle)

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.
  • If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications
Knowledge of:
• Telephone systems (VOIP & TDM)
• Avaya programs and system backends
Skill in:
• SQL, VBA, Sharepoint
Ability To:
• The willingness and ability to adapt to changing circumstances and adjust schedule to meet company priorities and expectations

Education
High School Diploma or General Equivalent Development (GED)-Required
Associates Degree or Equivalent Work Experience-Required
Bachelor Degree-Preferred

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.