Senior Forecasting & Capacity Planning Leader - Remote

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

Job summary

CVS Health is seeking a Senior Forecasting and Planning Lead for call and back office operations in Specialty Pharmacy. This full-time remote role oversees capacity planning and staffing, delivering accurate forecasts and performance metrics in collaboration with Operations and Finance.

Requirements include 7–10 years of forecasting in large contact centers or PBM, advanced Excel, and leadership. The position offers bonus eligibility and a comprehensive benefits package.

Qualifications

• 7–10 years forecasting experience in a large contact center, PBM, or Specialty Pharmacy
• Experience in 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 to determine staffing
• Ensure accuracy of volume and KPI forecasts for all lines of business
• Lead peak season staffing planning and new hire coordination
• Produce quarterly forecast submission data for financial outlooks
• Review forecast and capacity data with Operations and support teams
• Provide staffing information for RFP processes

Skills

Long range planning

Advanced Excel

Leadership

Change management

Forecasting

WFM tools

Education

Bachelor's degree or equivalent experience

Tools

Avaya/CMS

Verint

Job description

CVS Health is seeking a Senior Forecasting and Planning Lead for call and back office operations in Specialty Pharmacy. This full-time remote role oversees capacity planning and staffing, delivering accurate forecasts and performance metrics in collaboration with Operations and Finance.

Requirements include 7–10 years of forecasting in large contact centers or PBM, advanced Excel, and leadership. The position offers bonus eligibility and a comprehensive benefits package.