Manager, Business Analytics (IC)

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Job Purpose and Summary:

This position is responsible for long range (12-18 months) and midrange (0-26 weeks) business forecasting and staff capacity planning for call and back office operations for Specialty Operation. This individual will be part of a team that owns the business planning, 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, intermediate financial variance explanations, and analysis.  This person must be able to clearly articulate a clear and concise narrative regarding weekly and monthly variances to budgets and/or quarterly reforecasts.

Building strong working relationships with in a heavily matrixed environment 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). 

This person MUST be curious and want to understand how things work to drive continuous improvements.

Primary Job Duties & 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.

Required Qualifications:

• 3-5 years of experience with Call Center and Backoffice Workforce Management/Resource Planning
• Specialty Pharmacies
• Basic finance fundamentals

​Skill In:

• Strong Excel a MUST
• Tableau and/or other BI tools preferred
• Avaya/CMS, Verint or NICE
• Having a curiosity to drive change and improvements

​Ability To:

• Data analysis, problem solving, communicate at upper management level

Education: 

• Bachelors Degree in related field or equivalent experience is required

Preferred Qualifications:

• 5-8 years of experience in 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

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$54,300.00 - $159,120.00

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. 
 

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