Manager – Staffing Forecasts and Analysis – Contact centers
| Company | CVS Health |
|---|---|
| Location | New Mexico, USA, Washington, USA, Kansas, USA, Pennsylvania, USA, North Dakota, USA, Oregon, USA, Delaware, USA, Iowa, USA, California, USA, Washington, DC, USA, Vermont, USA, Wyoming, USA, Texas, USA, Montana, USA, Jackson Township, NJ, USA, Florida, USA, Waterbury, CT, USA, Nevada, USA, South Carolina, USA, South Dakota, USA, Georgia, USA, Arizona, USA, Concord, NH, USA, Mississippi, USA, Tennessee, USA, Virginia, USA, Arkansas, USA, Minnesota, USA, Colorado, USA, Nebraska, USA, Rhode Island, USA, Utah, USA, Kentucky, USA, West Virginia, USA, New York, NY, USA, Maryland, USA, Hawaii, USA, Wisconsin, USA, Maine, USA, Massachusetts, USA, North Carolina, USA, Oklahoma, USA, Missouri, USA, Ohio, USA, Indiana, USA, Louisiana, USA, Alaska, USA, Michigan, USA, Illinois, USA, Alabama, USA, Idaho, USA |
| Salary | $60000 – $90000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
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
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.
Preferred Qualifications
- 5-8 years of experience in Pharmacy/PBM Operations
- Plan and operations optimization
- Ability to obtain, review, analyze and compile information from multiple data sources
- Ability to handle multiple tasks with competing priorities