Senior Forecasting & Strategy Lead (WFM/Planning)

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

Job summary

CVS Health is seeking an experienced forecasting leader to manage staffing and capacity planning for call and back office operations in Specialty Pharmacy. This role oversees weekly/monthly capacity, staffing plans, and cross-functional collaboration with Operations and Finance to deliver accurate forecasts.

The ideal candidate has 7–10 years in large contact centers or PBM, strong Excel skills, and proven leadership.

Qualifications

• 7–10 years of forecasting experience in a large contact center, PBM, or Specialty Pharmacy.
• Call Center and back office Workforce Management/Resource Planning.
• Moderate finance fundamentals.
• 10+ years of Pharmacy/PBM Operations experience (preferred).

Responsibilities

• Oversee weekly/monthly capacity plan to determine staffing plans.
• Ensure accuracy of volume and KPI forecasts for all lines of business.
• Coordinate peak season staffing and new hire classes.
• Organize quarterly forecast submission data for financial outlooks.
• Conduct regular forecast and capacity reviews with Operations and support teams.
• Provide staffing information for RFP processes.

Skills

Forecasting

Workforce Management

Advanced Excel

Leadership

Curiosity to drive change

Education

Bachelor's degree or equivalent experience

Tools

Avaya CMS

Verint

Job description

CVS Health is seeking an experienced forecasting leader to manage staffing and capacity planning for call and back office operations in Specialty Pharmacy. This role oversees weekly/monthly capacity, staffing plans, and cross-functional collaboration with Operations and Finance to deliver accurate forecasts.

The ideal candidate has 7–10 years in large contact centers or PBM, strong Excel skills, and proven leadership.