Remote Senior Forecasting & Capacity Planning Manager

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

Job summary

CVS Health in the United States is seeking an experienced Forecasting and Planning leader for call center and back-office operations. This work-from-home role manages a team responsible for forecasting, staffing requirements, and performance analysis across multiple lines of business.

You will build capacity plans, maintain forecast accuracy, and support financial outlooks and RFP data. Requires 7–10 years in forecasting, strong Excel, and cross-functional collaboration to drive improvements.

Qualifications

• Minimum 7-10 years forecasting experience in a large contact center or PBM.
• Call Center and back office Workforce Management/Resource Planning.
• Moderate finance fundamentals.

Responsibilities

• Oversee weekly/monthly capacity plan including volume, handle time, shrinkage and occupancy assumptions; coordinate staffing plans with Operations, Finance and support.
• Ensure forecasts and KPI forecasts are accurate for all lines of business; produce vendor-locked forecasts.
• Coordinate peak season staffing and new hire classes for target LOBs.
• Organize quarterly forecast submission data for financial outlooks.
• Review forecast and capacity data with Operations and support teams.
• Provide staffing information for RFP processes.

Skills

Forecasting

Workforce Planning

Advanced Excel

Leadership

Cross-functional

Education

Bachelor's degree or equivalent

Tools

Avaya CMS

Verint

Job description

CVS Health in the United States is seeking an experienced Forecasting and Planning leader for call center and back-office operations. This work-from-home role manages a team responsible for forecasting, staffing requirements, and performance analysis across multiple lines of business.

You will build capacity plans, maintain forecast accuracy, and support financial outlooks and RFP data. Requires 7–10 years in forecasting, strong Excel, and cross-functional collaboration to drive improvements.