Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Job Purpose and Summary:
***WORK FROM HOME ANYWHERE IN USA***
This position is responsible for business forecasting and planning for call and back office operations for Specialty Operation. This individual will manage a team that owns the forecasting portion of the business 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. This role is responsible for forecasting, modeling, performance projections, basic financial variance explanations, and analysis. 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 (i.e.. operations and finance).
Primary Job Duties & Responsibilities:
Oversee the maintenance of weekly/monthly capacity plan including volume, handle time, shrinkage, and occupancy assumptions to determine staffing plans to meet requirements; meet and discuss with Operations, Finance, and support departments on a regular cadence. Serve as the leadership point of contact for operations.
Ensure the completion and accuracy of volume and all key performance metrics forecasts for all lines of business; produce and communicate vendor locked forecasts.
Facilitate peak season staffing planning, including coordination of new hire classes and target LOBs.
Organize and produce quarterly forecast submission data for financial outlooks.
Conduct regular reviews of forecast and capacity plan data with Operations and support departments.
Provide staffing requirements and other requested information for the RFP process.
Required Qualifications:
- Minimum 5-8 years of experience with forecasting in a large contact center environment, PBM, or Specialty Pharmacy
- Call Center and back office Workforce Management/Resource Planning
- Moderate finance fundamentals
Skill In:
- Long range planning (strategic planning 12-18 months out)
- This role is not short range planning or scheduling (ie 2-4 weeks out) using WFM tools.
- Advanced Excel aptitude essential
- Avaya/CMS, Verint helpful
- Having a curiosity to drive change and improvements
- Leadership
Preferred Qualifications:
- 10+ years of experience within 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
Education:
Bachelor's Degree in related field or equivalent experience is required.
Pay Range
The typical pay range for this role is:
$67,900.00 - $199,144.00
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. This position also includes an award target in the company’s equity award program.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health
We anticipate the application window for this opening will close on: 03/31/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Top Skills
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners.
Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
