Senior Forecasting & Capacity Planning Manager

CVS Health

Louisiana (MO)

Hybrid

USD 68,000 - 199,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision coverage

Retirement savings options

Paid time off

Job summary

CVS Health is seeking a Senior Forecasting and Capacity Planning Leader to manage forecasting for call and back-office operations within Specialty Operations, remotely from anywhere in the USA. You will lead a team, develop staffing requirements, analyze performance, and deliver ad-hoc and recurring analyses to drive staffing and efficiency.

Strong collaboration with operations and finance is required. The role emphasizes building capacity plans, KPI forecasts, peak-season staffing, and

Qualifications

7-10 years of forecasting experience in a large contact center, PBM, or Specialty Pharmacy.
Experience with Workforce Management/Resource Planning in call centers.
Strong Excel skills and finance fundamentals.
Experience with Avaya/CMS or Verint is a plus.
Leadership experience and cross-functional collaboration.

Responsibilities

Oversee weekly/monthly capacity plan including volume, handle time, shrinkage, and occupancy assumptions to determine staffing plans.
Ensure the completion and accuracy of volume and all key performance metrics forecasts for all lines of business; produce and communicate vendor locked forecasts.
Facilitate peak season staffing planning, including coordination of new hire classes and target LOBs.
Organize and produce quarterly forecast submission data for financial outlooks.
Conduct regular reviews of forecast and capacity plan data with Operations and support departments.
Provide staffing requirements and other requested information for the RFP process.