Remote Forecasting & Business Planning Lead

CVS Health; New York (NY); Hybrid; USD 68,000 - 199,000; Full time

Benefits offered by this job

Bonus plan

Equity awards

Comprehensive benefits

Job summary

CVS Health is seeking a Senior Forecasting Lead to manage the forecasting and staffing for call center and back-office operations within Specialty Operations. This remote role requires building and presenting weekly and monthly capacity plans, and coordinating with Operations and Finance to deliver accurate forecasts and staffing strategies.

The ideal candidate has 7–10 years in call center forecasting, strong Excel skills, and experience with WFM tools (Avaya CMS, Verint).

Qualifications

• 7–10 years of forecasting experience in a large contact center, PBM, or Specialty Pharmacy.
• Call Center and back office Workforce Management/Resource Planning experience.
• Moderate finance fundamentals.

Responsibilities

• Oversee weekly/monthly capacity plan for staffing.
• Ensure accurate volume and KPI forecasts for all lines of business.
• Coordinate peak season staffing planning and new hire classes.
• Organize quarterly forecast submission data for financial outlooks.
• Review forecast and capacity plan data with Operations and support.
• Provide staffing information for RFP processes.

Skills

Forecasting in contact centers

Workforce management

Advanced Excel

Avaya CMS

Verint

Leadership

Strategic planning

Multi-tasking

Education

Bachelor's Degree

Tools

Avaya CMS

Verint

Job description

CVS Health is seeking a Senior Forecasting Lead to manage the forecasting and staffing for call center and back-office operations within Specialty Operations. This remote role requires building and presenting weekly and monthly capacity plans, and coordinating with Operations and Finance to deliver accurate forecasts and staffing strategies.

The ideal candidate has 7–10 years in call center forecasting, strong Excel skills, and experience with WFM tools (Avaya CMS, Verint).