Resource Planning Senior Analyst, RTA - Evernorth - Remote

POSITION SUMMARY The Resource Planning Senior Analyst is primarily responsible for collaborating with the Resource Management Team, Market Directors, and Managers to execute the daily and weekly calling strategies based on forecasted volumes, offline needs, attendance, and any other business obligations we need to fulfill. We provide a balanced and level loaded skilling plan based upon demand and capacity analysis. This position monitors systems and call metrics throughout the day and makes changes to campaign resource allocations to ensure service level attainment. What you will do Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for skilling changes. Maintain employee profiles and reallocate resources to accommodate different types of calls. Monitor all call queues to ensure meeting metrics. Monitor compliance to client-specific performance guarantees, adjust skilling accordingly and notify management of problems as soon as possible. Serve as a technical support for systems and phone problems within PBS. Troubleshoot call center system, production systems, or phone problems. Follow-up on issues until resolved and maintain issue log. Provide reports to call center management on call trends, productivity, and service levels. Run ad hoc reports as requested. Communicate performance and scheduling updates at Daily Production Meetings. Respond to incoming requests to the Wrike platform within 24 hours. Additional duties as