Associate Manager, Intraday Workforce Management

CVS Health Corporation; Woonsocket, Northern (RI, KY); Hybrid; USD 47,000 - 112,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking a Workforce Management Real Time Associate Manager to monitor and optimize call queues and service levels. You will adjust queue allocations, maintain real-time playbooks, and coordinate with operations, vendor management, and clients to resolve service impacting events.

The role requires 3–5 years in Workforce Management, with a typical 40-hour full-time schedule. Eligible for CVS Health bonus programs and comprehensive benefits; location includes Rhode Island operations.

Qualifications

• 3 to 5 years experience in Workforce Management.
• Experience monitoring call queues and service levels.

Responsibilities

• Monitor and manage call queues to maintain service level performance using Five9.
• Adjust queue allocations and provide recommendations to optimize operations.
• Maintain real-time Playbooks with NICE IEX TotalView and Five9.
• Coordinate with operations, vendor management and client teams during service impacting events.
• Coach and develop real time coordinators to uphold standards.

Education

Bachelor’s Degree

High School Diploma or GED

Job description

We’re building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

The Workforce Management Real Time Associate Manager is accountable for monitoring and managing call queues to maintain appropriate service level performance. This includes monitoring Five9 call queues for book of business, dedicated or designated clients, and strategic partners. Adjusting queue allocations and providing recommendations as needed. Also accountable for monitoring agent adherence and communicating with operations leaders regarding agent outliers. Create and maintain real time Playbooks to better coordinate with operations, Workforce Scheduling and Vendor Management to implement tactics dependent on-line of business performance or service impacting events. Accountable for providing same-day recommendations regarding schedule adjustments to optimize inbound service level performance and agent occupancy. Maintaining agent skilling profiles within NICE IEX TotalView and Five9, ensuring skilling script accuracy. The Workforce Real Time Team is the main communication coordinator for any service impacting event, including internal site and external vendor impacts. The Workforce Real Time Manager will need to engage operations leaders, vendor management and client management to coordinate resolution between impacted parties. Position requires collaboration with cross-functional contacts to deliver on responsibilities critical to the success of the organization. Outstanding analytical and critical-thinking skills are required as well as a proven track record of successful change management implementation. Developing, coaching, and providing direction to the workforce real time coordinators to maintain standards. Develop and implement standard operating procedures to regularly audit data and process accuracy.

Required Qualifications

3 to 5 years experience in Workforce Management

Preferred Qualifications

Bachelor’s Degree Education High School Diploma or General Equivalent Development (GED)

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $46,988.00 - $112,200.00 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.

Benefits

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.

Application Deadline

We anticipate the application window for this opening will close on: 09/25/2026

Eligibility

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Culture

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.