Manager, Staffing Forecasts and Analysis (contact centers)

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.

Job Purpose and Summary:

This position is responsible for contact center and back-office analysis, forecasting, and reporting.  This is an individual contributor role and does not have any direct reports.  Hence, this person must be highly analytical.

This includes 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.   This individual will be part of a team that owns the resource planning, including staffing requirements and metrics performance as well as the many different types of analysis that are needed on an ad-hoc and reoccurring basis.

• Candidates must be very strong in Excel.  Experience in Tableau and other similar data and reporting tools are preferred.
• Candidate must be very strong in critical thinking, adaptive, and have a curiosity for driving improvements.
• Candidates must be able to provide Insightful analyses that demonstrate the “What” and “Why’s” and can offer solutions to problems, not just produce information blindly.

This role is responsible for forecasting, modeling, performance projections, intermediate financial variance explanations, and analysis.  This person must be able to clearly articulate a clear and concise narrative regarding weekly and monthly variances to budgets and/or quarterly reforecasts.

Building strong working relationships and delivering on individual commitments will be critical to the success of this role. Candidates should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations (ie operations and finance). 

This person MUST be curious and want to understand how things work to drive continuous improvements.

Base salary range: $60k - $90k + bonus potential (total compensation package dependent on level of experience and overall qualifications)
 

Primary Job Duties & Responsibilities:

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.

Required Qualifications:

• 3-5 years of experience with Call Center and Backoffice Workforce Management/Resource Planning
• Specialty Pharmacies
• Basic finance fundamentals

​Skill In:

• Strong Excel a MUST
• Tableau and/or other BI tools preferred
• Avaya/CMS, Verint or NICE
• Having a curiosity to drive change and improvements

​Ability To:

• Data analysis, problem solving, communicate at upper management level

Education: 

• Bachelors Degree in related field or equivalent experience is required

Preferred Qualifications:

• 5-8 years of experience in Pharmacy/PBM Operations

Skill in:

• Plan and operations optimization

Ability To:

• Ability to obtain, review, analyze and compile information from multiple data sources
• Ability to handle multiple tasks with competing priorities

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$54,300.00 - $159,120.00

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: 05/31/2025

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