Senior Manager, WFM Forecasting

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.

Position Summary:

The Senior Manager, Contact Center WFM Forecasting will focus on the strategic planning, analysis, and cost optimization of the Contact Center internal and external labor staffing.  They will have exceptional analytical, problem-solving, and decision-making skills.  The Sr. Manager will possess the ability to interpret data and trends and provide actionable insights. They will work in a fast-paced, dynamic, and changing environment, with the flexibility to adapt to shifting priorities and demands.  The position is accountable for linear and nonlinear modelling, statistical analysis, and big data analytics. Big data analytics will entail structured, semi-structured, and unstructured data sets which will require advanced technical skill sets. The Sr. Manager will contribute to and utilize multiple Machine Learning Models/Large Language Models/Neural Networks to produce, analyze, and reduce variances in their demand forecasts. They will drive a culture of output ownership, inspection, and root cause analysis, with a focus on removing variation from the system and removing defects from processes. 

Primary Duties and Responsibilities include:

Provide leadership by coaching/teaching a team of workforce management mangers and analysts. Provide them with guidance, support, training, and development opportunities. Inspect their outputs to ensure accuracy standards are achieved

Develop and implement near-term and long-term lock forecasts for the internal and external business partners based on historical data, business trends, seasonality, and other factors

Own contact center Capacity Plans and communication with internal and vendor resources to ensure hiring is proactively done to meet demand.  This will include analyzing new hire onboarding and attrition trends.

Oversee the creation and maintenance of optimal schedules for the contact center agents, considering their availability, skills, and other constraints
 

Research and evaluate technologies, tools, and best practices for workforce management 

Required Qualifications

• 5+ years of experience in Workforce Management or Demand Planning & Scheduling

• 3+ years of experience in leading a team of WFM/Data Analytics managers

Preferred Qualifications

• Demonstrated ability to collaborate and work effectively with senior business leaders, operational managers, finance professionals, and external BPO partners to meet their goals

• Excellent communication, presentation, and interpersonal skills.

• Demonstrated high emotional intelligence

• Demonstrated experience in 24/7, Multi-Site, OMNICHANNEL Contact Center and Back-Office Workforce Management

• Demonstrated experienced in utilizing workforce management (WFM) software, including NICE, Five9, and Intradiem

• Highly organized and experienced, possessing exceptional abilities in problem resolution and making strategic decisions effectively.

Education
Bachelor's Degree required, Masters preferred

Pay Range

The typical pay range for this role is:

$67,900.00 - $182,549.40

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.  T