Real-Time Workforce Manager – Associate

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

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.