Manager, Contact Center WFM Forecasting

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🔥 0 minutes ago

⚓ Rhode Island – Remote

⚓ Rhode Island – Remote

💵 $66.3k - $145.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Develop and implement daily, monthly, and long-range forecasts for internal and external partners • Monitor forecast performance, identify variance drivers, and implement process improvements to improve forecast accuracy and planning effectiveness • Serve as forecasting expert and primary interface with business unit leadership and key stakeholders • Assess operational impacts and lead projects analyzing risks and costs to protect the business and drive revenue capture • Research and evaluate workforce-management technologies, tools, and best practices • Interpret data and trends to deliver actionable insights • Drive output ownership, inspection, and root-cause analysis • Lead, coach, and develop forecasting analysts • Foster accountability, continuous improvement, and analytical excellence

🎯 Requirements

• 5+ years of Workforce Management experience in a contact center environment • 3–5+ years of forecasting and predictive modeling experience • Experience supporting omni-channel operations, including inbound, outbound, and back-office workloads • Strong analytical, statistical modeling, and critical-thinking skills • Experience presenting recommendations and insights to senior leaders • NiCE IEX or comparable WFM platform experience preferred • Advanced Excel proficiency, including Power Query, PivotTables, statistical analysis, and complex forecasting model development • Experience validating and optimizing machine-learning and statistical forecasting models • Experience with Power BI, SQL, Python, R, or similar analytical tools • Experience supporting internal and outsourced/BPO operations • Experience translating forecasts into staffing requirements, capacity plans, and financial impacts • Bachelor's Degree required or equivalent experience

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being, based on eligibility • CVS Health bonus, commission or short-term incentive program