Sr. Manager, Forecasting & Business Planning

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

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Job Purpose and Summary:

***WORK FROM HOME ANYWHERE IN USA***

This position is responsible for business forecasting and planning for call and back office operations for Specialty Operation. This individual will manage a team that owns the forecasting portion of the business including staffing requirements and metrics performance as well as the many different types of analysis that are needed on an ad-hoc and reoccurring basis. This role is responsible for forecasting, modeling, performance projections, basic financial variance explanations, and analysis. Building strong working relationships and delivering on individual commitments will be critical to the success of this role. Candidates should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations (i.e.. operations and finance).

Primary Job Duties & Responsibilities:

• Oversee the maintenance of weekly/monthly capacity plan including volume, handle time, shrinkage, and occupancy assumptions to determine staffing plans to meet requirements; meet and discuss with Operations, Finance, and support departments on a regular cadence. Serve as the leadership point of contact for operations.
• 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.

Required Qualifications:

• Minimum 7-10 years of experience with forecasting in a large contact center environment, PBM, or Specialty Pharmacy
• Call Center and back office Workforce Management/Resource Planning
• Moderate finance fundamentals

Skill In:

• Long range planning (strategic planning 12-18 months out)
• This role is not short range planning or scheduling (ie 2-4 weeks out) using WFM tools.
• Advanced Excel aptitude essential
• Avaya/CMS, Verint helpful
• Having a curiosity to drive change and improvements
• Leadership

Preferred Qualifications:

• 10+ years of experience within Pharmacy/PBM Operations

Skill in:

• Plan and operations optimization

Ability To:

• Ability to obtain, review, analyze and compile information from multiple data sources
• Ability to handle multiple tasks with competing priorities

Education:

Bachelor's Degree in related field or equivalent experience is required.

Pay Range

The typical pay range for this role is:

$67,900.00 - $199,144.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 09/20/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.