Senior Forecasting & Planning Leader — Remote

CVS Health; California (MO); Hybrid; USD 68,000 - 199,000; Full time

Job summary

CVS Health is seeking a Senior Forecasting and Capacity Planning leader for call center operations, with a remote work arrangement available across the USA. In this role, you will oversee forecasting, staffing, and capacity analytics for Specialty Operations, partnering with Operations and Finance to drive informed decisions.

The position requires 7–10 years of experience in forecasting for large contact centers or PBM/Specialty Pharmacy, strong Excel skills, and experience with Avaya CMS and

Qualifications

• 7–10 years of forecasting in a large contact center environment, PBM, or Specialty Pharmacy.
• Call Center and back office Workforce Management/Resource Planning.
• Moderate finance fundamentals.
• Advanced Excel aptitude essential.

Responsibilities

• Oversee weekly/monthly capacity plan including volume, handle time, shrinkage, and occupancy to determine staffing plans.
• Ensure the completion and accuracy of volume and KPI forecasts for all lines of business; produce vendor-locked forecasts.
• Facilitate peak season staffing planning, including 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.

Skills

Forecasting

Workforce planning

Data analysis

Advanced Excel

Leadership

Cross-functional collaboration

Education

Bachelor's Degree

Tools

Avaya CMS

Verint

Job description

CVS Health is seeking a Senior Forecasting and Capacity Planning leader for call center operations, with a remote work arrangement available across the USA. In this role, you will oversee forecasting, staffing, and capacity analytics for Specialty Operations, partnering with Operations and Finance to drive informed decisions.

The position requires 7–10 years of experience in forecasting for large contact centers or PBM/Specialty Pharmacy, strong Excel skills, and experience with Avaya CMS and