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.

Position Summary

The Resource Planning coordinator will perform real-time queue monitoring for all Mail Operations queues, schedule change request management, communicate with the Mail Ops teams, work emails from the WMG Five9 email box and all assigned special projects.  Assist in determining appropriate staffing and adjustments required to deliver client service goals while balancing initiatives and cost. Update and maintain information needed for WFM tools. Make adjustments based on actual observed patterns of non-calling activities.  Perform as a team member in a multi-site enterprise environment partnering with Operations teams at all locations.

Primary Job Duties & Responsibilities:

Responsibilities - % Time

Real time Queue volume monitoring for all Mail Operations Backoffice - 30%Assist with forecasting, scheduling, and managing all activities within multi skill/multi-site environment - 20%WMG voicemail line and work requests called into the line - 20%Work emails through the Five9 WMG Mailbox - 10%Utilize intra-departmental Microsoft Teams chats to work requests from Mail Ops leaders and WMG Analysts - 10%Work special projects assigned - 5%Assist with providing status updates to the Mail Ops leaders - 5%

Prior Relevant Work Experience:  Required - 1 to 3 years

Required Qualifications
Required - Equivalent experience
Required - High School Diploma or General Equivalent Development (GED)

Preferred Qualifications
Preferred - Bachelor Degree

Essential Qualifications and Functions: 

Knowledge of:

Mail Order Front End and Backend Pharmacy environment with some experience in workforce management/resource planningBasic statistical mathematical concepts (addition, subtraction, multiplication, division, fractions, converting decimals to %’s)

Skilled in:

Written & Verbal communication skillsCritical Thinking and Decision makingWFM systems: Five9, EWFM and VerintMicrosoft Office programs including Outlook, SharePoint, Word, Microsoft Teams, Office365 and Excel

Ability To:

Work in a fast-paced and multi-tasking team environment with competing priorities.Work independently with minimum direct supervision in a WAH environmentRecognize patterns, assess information, and make semi-autonomous decisions, quickly.Utilize a multi-screen computer workstation for 8 hours a dayMonitor multiple real-time statistics windows, real-time chat, and outlook mailbox simultaneouslyUpdate Excel Spreadsheets, Word documents, and navigate SharePoint at a basic level (data entry, copy & paste formulas, update formatting, save as)Perform any additional tasks as directed by a supervisor, or manager

Preferred Qualifications: 

Knowledge of:

PBM Mail Order Front End and Backend Pharmacy environmentVerint WFM Software and applicationsFive9

Skilled in:

Strong PC skills, including Excel & other MS Office applications., WFM systems Five9, EWFM and Verint

Ability To:

Review, analyze and compile information from multiple data sources.Handle multiple tasks with competing prioritiesRun intra-day reporting and schedulingLearn new software or methods of communicating metrics and performance

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $38.82

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 https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 07/10/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.