Senior Forecasting & Capacity Planning Leader (Remote)

Careerwebsite; Northern (KY); Hybrid; USD 68,000 - 199,000; Full time

Job summary

CVS Health is seeking a senior forecasting leader to manage the end-to-end forecasting and capacity planning for call center and back-office operations in a remote US-wide role. You will oversee staffing requirements, performance metrics, and cross-functional collaboration with operations and finance to deliver accurate, actionable forecasts.

The role requires 7–10 years in forecasting for large contact centers or PBM/Specialty Pharmacy, advanced Excel skills, and experience with WFM tools.

Qualifications

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

Responsibilities

• Oversee weekly/monthly capacity plan including volume, handle time, occupancy to determine staffing plans.
• Ensure the accuracy of forecasts for all lines of business and communicate vendor-locked forecasts.
• Coordinate peak season staffing and new hire classes.
• Organize and produce quarterly forecast submission data for financial outlooks.
• Review forecast and capacity data with Operations and support.

Skills

Forecasting

Call Center Forecasting

WFM/Resource Planning

Advanced Excel

Leadership

Finance fundamentals

PBM/Specialty Pharmacy

Education

Bachelor's Degree in related field or equivalent experience

Tools

Avaya/CMS

Verint

Job description

CVS Health is seeking a senior forecasting leader to manage the end-to-end forecasting and capacity planning for call center and back-office operations in a remote US-wide role. You will oversee staffing requirements, performance metrics, and cross-functional collaboration with operations and finance to deliver accurate, actionable forecasts.

The role requires 7–10 years in forecasting for large contact centers or PBM/Specialty Pharmacy, advanced Excel skills, and experience with WFM tools.