Strategic Forecasting & Capacity Planning Lead (Remote)

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

Benefits offered by this job

Medical/Dental/Vision

Paid time off

Retirement savings

Wellness programs

Equity awards

Job summary

CVS Health is seeking a Senior Forecasting and Workforce Planning leader to drive capacity planning and staffing across call and back-office operations for Specialty Operations. The role emphasizes forecasting, modeling, and cross-functional collaboration with operations and finance.

Remote work from anywhere in the USA. You will manage forecasting accuracy, staffing requirements, and performance metrics, coordinating with Operations and Support to meet business goals.

Qualifications

• Minimum 7-10 years of forecasting experience in a large contact center, PBM, or specialty pharmacy.

Responsibilities

• Oversee weekly/monthly capacity plan including volume, handle time, shrinkage, and occupancy to plan staffing.
• Ensure accuracy of volume and KPI forecasts for all lines of business; produce vendor-locked forecasts.
• Coordinate peak season staffing and new hire classes.
• Produce quarterly forecast submission data for financial outlooks.
• Review forecast and capacity plan data with Operations and support departments.
• Provide staffing information for RFP processes.

Skills

Forecasting in contact center

Workforce management

Leadership

Excel

Avaya CMS

Verint

Strategic planning

Education

Bachelor's degree or equivalent

Tools

Avaya CMS

Verint

Excel

Job description

CVS Health is seeking a Senior Forecasting and Workforce Planning leader to drive capacity planning and staffing across call and back-office operations for Specialty Operations. The role emphasizes forecasting, modeling, and cross-functional collaboration with operations and finance.

Remote work from anywhere in the USA. You will manage forecasting accuracy, staffing requirements, and performance metrics, coordinating with Operations and Support to meet business goals.