Senior Manager, Resource Planning - Workforce Management / WFM

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.

As a Senior Manager, Resource Planning for CVS Health, you will support the strategic development of the Resource Planning organization by leading or participating in critical transformation projects including systems deployments, expansion of WFM services, development of WFM University materials, and management of the Resource Planning BoB budget model.

Primary Job Duties & Responsibilities:

• Serve as WFM lead contact on transformation projects (CCaaS, Compass, etc.) while identifying critical opportunities to create impact from WFM and driving the best outcomes.  Collaboratively create optimal solutions that balance organizational requirements with intelligent design.  Employs fundamental project management skills to organize WFM deliverables and departmental resource maximization.  Understands when to best engage WFM departmental resources to support successful project outcomes.
• Lead and manage WFM process standardization including process audits, process document reviews and updates, and job descriptions.  Serves as a WFM subject matter expert in the completion a SIPOC and RACI exercise to align departmental deliverables with standard processes and departmental design.
• Work collaboratively with the WFM leader to create and maintain the WFM BoB departmental financial management model.  Essential processes include establishing financial targets, departmental requisition tracking, staffing model maintenance and management, MBO tracking and monthly financial reporting. 
• Support and coordinate WFM strategy.  Contributes to annual WFM strategy design and completes documentation of strategic outcomes.  Conducts WFM strategy project updates and coordinates communication to internal and external stakeholders, helps drive team diversity and inclusion efforts, documents and coordinates employee survey response/actions for WFM and communicates outcomes.
• Leverages deep subject matter expertise on WFM practices to lead and coordinate the creation of training materials that will strengthen the understanding of WFM practices and processes for WFM University.  Supports talent development within the department including the development of career pathing for RP team members.  Identifies opportunities to improve partnership with operational by deepening the understanding of WFM and its practices and drives for solution.

***This is a remote role. Candidates can live anywhere in the US***

Required Qualifications:

• At least 5 years of experience as a WFM leader and/or analyst with an emphasis on technology implementation, process innovation and improvement, WFM planning and forecasting.
• A demonstrated advanced level of knowledge (or quantify at least 5 years of experience in...) of NICE / IEX, Avaya, Workbrain and other related telephony technologies that support WFM.

Preferred qualifications:

• At least 5 years of experience managing, planning and forecasting WFM in related operational environments such as contact centers and health care.
• At least 5 years of experience leading or serving as a primary WFM consultant for complex, multi-stakeholder WFM projects with an emphasis on process innovation and service delivery optimization.
• A demonstrated understanding of change management principles and methods and an ability to apply them in a complex operations environment.
• An understanding of organizational development within complex, date-drive and technical service deliver organizations.
• The ability to design team and organizational structures to optimize performance and service delivery as well as career pathing and job function interdependency.

Education

• A bachelor’s degree is required. Equivalent work experience may be considered.

Pay Range

The typical pay range for this role is:

$75,400.00 - $165,954.00

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,