Real-Time Workforce Optimization Manager

9005 CVS Pharmacy, Inc.; Woonsocket (RI); On-site; 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 in Woonsocket, RI is seeking a Workforce Management Real Time Associate Manager to monitor call queues and optimize service levels. You will adjust queue allocations, oversee agent adherence, and coordinate with operations, vendor management and clients to resolve events in real time.

This full-time role requires 3–5 years in workforce management, strong analytical skills, and collaboration across cross-functional teams.

Qualifications

• 3 to 5 years experience in Workforce Management.
• Bachelor’s Degree or GED (preferred).
• Outstanding analytical and critical-thinking skills.

Responsibilities

• Monitor and manage call queues to maintain service level performance.
• Adjust queue allocations and provide recommendations to operations leaders.
• Maintain real-time Playbooks and skilling profiles in NICE IEX TotalView and Five9.
• Coordinate with operations, vendor management and clients to resolve service impacting events.
• Develop and implement standard operating procedures to audit data and processes.

Skills

Analytical thinking

Critical thinking

Collaborative

Education

Bachelor’s Degree

High School Diploma or GED

Tools

NICE IEX TotalView

Five9

Job description

CVS Health in Woonsocket, RI is seeking a Workforce Management Real Time Associate Manager to monitor call queues and optimize service levels. You will adjust queue allocations, oversee agent adherence, and coordinate with operations, vendor management and clients to resolve events in real time.

This full-time role requires 3–5 years in workforce management, strong analytical skills, and collaboration across cross-functional teams.