Remote Forecasting & Workforce Planning Leader

CVS Health; Massachusetts; Hybrid; USD 68,000 - 199,000; Full time

Job summary

CVS Health is seeking a seasoned forecasting leader for call and back-office operations in Specialty. This fully remote role oversees weekly/monthly capacity planning, staffing, and KPI forecasting across multiple lines of business, working closely with Operations and Finance to deliver accurate projections and drive improvements.

The position requires 7–10 years in large contact centers or PBM, expertise in WFM, Advanced Excel, and familiarity with Avaya CMS and Verint.

Qualifications

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

Responsibilities

• Oversee weekly/monthly capacity plan ensuring staffing to meet requirements and discuss with Operations, Finance, and support departments.
• Ensure accuracy of volume and KPI forecasts for all lines of business; produce vendor-locked forecasts.
• Coordinate peak season staffing planning and new hire classes.
• Organize quarterly forecast submission data for financial outlooks.
• Review forecast and capacity data with Operations and support departments.
• Provide staffing requirements for RFP processes.

Skills

Long range planning

Advanced Excel

Leadership

Forecasting

Data analysis

Analytical thinking

Education

Bachelor's degree

Tools

Avaya CMS

Verint

Job description

CVS Health is seeking a seasoned forecasting leader for call and back-office operations in Specialty. This fully remote role oversees weekly/monthly capacity planning, staffing, and KPI forecasting across multiple lines of business, working closely with Operations and Finance to deliver accurate projections and drive improvements.

The position requires 7–10 years in large contact centers or PBM, expertise in WFM, Advanced Excel, and familiarity with Avaya CMS and Verint.