Manager, Staffing Forecasts and Analysis, CVS Health

CVS Health

Location:
United States, Work At Home

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

This position is responsible for contact center and back-office analysis, forecasting, and reporting. It involves long range (12-18 months) and midrange (0-26 weeks) forecasting and staff capacity planning for call center and back-office operations for Specialty Operation. The role requires exceptional analytical and critical-thinking skills, collaboration, and a curiosity for driving improvements.

Job Responsibility:

Maintain accurate labor forecasts to predict staffing needs under a variety of intake volumes, workloads, work activities, rates and other conditions using data/statistical analysis
Participate/Lead weekly and monthly resource discussions with business partners including Operations, HR, Talent Acquisition, Training, and Vendor Management, to ensure current and future business outlooks are well documented and socialized
Maintain volume and handle time forecasts for all lines of business for all call and pharmacy functions
produce and communicate vendor locked forecasts
Investigate volume and handle time forecast variances and incorporate into upcoming forecasts
Actively participate in peak season staffing planning meetings including coordination of new hire classes and target LOBs
Contribute to quarterly forecast submission data for financial outlooks

Requirements:

3-5 years of experience with Call Center and Backoffice Workforce Management/Resource Planning
Specialty Pharmacies
Basic finance fundamentals
Strong Excel a MUST
Tableau and/or other BI tools preferred
Avaya/CMS, Verint or NICE
Having a curiosity to drive change and improvements
Data analysis, problem solving, communicate at upper management level
Bachelors Degree in related field or equivalent experience is required

Nice to have:

Experience in Tableau and other similar data and reporting tools
Plan and operations optimization
Ability to obtain, review, analyze and compile information from multiple data sources
Ability to handle multiple tasks with competing priorities
5-8 years of experience in Pharmacy/PBM Operations

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
employee stock purchase plan
No-cost programs including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Paid time off
flexible work schedules
family leave
dependent care resources
tuition assistance
retiree medical access
colleague assistance programs

Additional Information:

Job Posted:
April 29, 2025

Expiration:
May 31, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Manager, Staffing Forecasts and Analysis