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Express Scripts Sr. Resource Management Analyst in St. Louis, Missouri


Collaborates with the Resource Management and CRD Operations teams, as well as site Director and Managers to provide tactical plans for executing resource deployment strategies, a balanced and level loaded workflow, and output expectations based upon demand and capacity analysis on a daily, weekly, and monthly basis. Uses historical call volume taking into consideration seasonality, current trend, and known events such as projects, and benefit plan changes to create a call and fax volume forecast by program. Performs retrospective metrics analysis for continuous improvement opportunities. Monitors the day to day workflow and, in collaboration with the operations and site management, makes changes to resource allocation to ensure cost and service level attainment.


  • Assist in preparation of long and short term forecasts for Outsourced Services
  • Facilitate performance and planning calls
  • Compile, summarize and disseminate various reports including, but not limited to, volume, availability, AHT/Efficiency and staffing trends
  • Forecast and track volume distribution monthly, weekly, daily and by interval
  • Maintain change matrices and discussion tracking files
  • Analysis of consolidated Staff Plans for Supplier Services
  • Interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and for individual lines of business
  • Projection of future performance at individual centers and for individual lines of business
  • Conduct “What If” analyses in order to determine the best strategy for meeting all service and cost goals
  • Be able to explain complex concepts in understandable and relatable terms
  • Coordinate with various outsourcing vendors on a daily basis on staffing levels and production efficiency maximization as well as issues affecting production
  • Ad-hoc analysis
  • Special projects as assigned
  • Partnership with internal CRD RMG and CRD Ops teams to review and make adjustments to forecast planning data for supplier services LOBs
  • Monthly Invoice reconciliation
  • Partnership with finance for the purpose of projecting CRD supplier invoice costs
  • Schedule/review of weekly cost projections
  • Partner with CRD RMG Real Time person(s) related to vendor service
  • Some travel required


  • Bachelor’s degree in related field or 11 to 14 years of experience
  • 5-8 years relevant experience with Bachelor’s Degree or Master’s degree and 3-5 years of relevant experience
  • General PC knowledge including Microsoft Office, Internet, and email
  • Knowledge of ICR routing strategies and preferred
  • Ability to understand, interpret and explain complex data and call center/production metrics
  • Well organized and detailed oriented
  • Ability to interact with different departments at various levels with a consistent self-assured manner required
  • Written & Oral Presentation Skills
  • Work Well Independently
  • Advanced Excel skills required (Ability to write formulas, link files, conditional formatting, lookup’s, pivot tables, etc.)
  • Proficient in MS Word and Outlook, Access skills a plus
  • Comprehensive understanding of workforce management tools such as IEX, eWFM, OpsInsight, production scheduling programs or similar applications
  • Strong ability to multitask and manage competing priorities
  • Minimum 3 years progressive experience in Call Center/Operations/Production environment analytics, workforce management, staffing, scheduling and metric analysis, forecasting and planning
  • Strong understanding of supplier process requirements and expectations for CRD, including performance and quality metrics
  • Production Planning
  • Workforce Planning
  • Statistical Modeling
  • Analytical Skills


The Pharmacy Operations Group is crucial to achieving our mission of helping to achieve a more sustainable health care system and better health for all. Members of this team are on the front line every day – interacting with patients, strategizing on improvements and efficiencies, and processing more than one million prescriptions that come through our world-class pharmacies and distribution facilities across the country.


At Express Scripts, we dare to imagine a better health care system, and we’re driven to make it happen. Where some see obstacles, we see possibilities. We’re challengers, difference-makers and opportunity-seekers, united with our partners in pursuit of a simpler, more sustainable system and better health for all.

We have always acted first to take on the toughest challenges. We uniquely partner across the health care ecosystem to uncover opportunities, take action, advance health care and deliver better outcomes – like no one else can. We believe health care can do more. We are Champions For BetterSM.

Express Scripts, part of Cigna Corporation, unlocks new value in pharmacy, medical and beyond to further total health for all.