Real-Time Workforce Manager

CVS Health; Woonsocket (RI); On-site; USD 47,000 - 112,000; Full time

Benefits offered by this job

Bonus eligibility

Comprehensive benefits

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking a Workforce Real Time Associate Manager to monitor call queues, adjust allocations and drive service levels across book of business. You will maintain agent skilling within NICE IEX TotalView and Five9, and provide same-day recommendations to optimize inbound performance.

You'll lead cross-functional coordination with operations, vendor management and clients, developing playbooks and standard procedures to audit data accuracy and improve outcomes.

Qualifications

• 3–5 years experience in Workforce Management.
• Bachelor's Degree preferred.
• High School Diploma or GED required.

Responsibilities

• Monitor call queues to maintain service level performance.
• Adjust queue allocations and provide recommendations to optimize inbound contact handling.
• Maintain agent skilling profiles and ensure script accuracy in NICE IEX TotalView and Five9.
• Coordinate with operations leaders, vendor management and clients for service-impacting events.
• Develop and implement standard operating procedures to audit data and processes.

Skills

Workforce Management

Analytical thinking

Stakeholder communication

Education

High School Diploma or GED

Bachelor's Degree preferred

Tools

Five9

NICE IEX TotalView

Job description

CVS Health is seeking a Workforce Real Time Associate Manager to monitor call queues, adjust allocations and drive service levels across book of business. You will maintain agent skilling within NICE IEX TotalView and Five9, and provide same-day recommendations to optimize inbound performance.

You'll lead cross-functional coordination with operations, vendor management and clients, developing playbooks and standard procedures to audit data accuracy and improve outcomes.