Workforce Planning Analyst: Call Center Forecasting

CVS Health; United States; Remote; USD 44,000 - 102,000; Full time

Job summary

CVS Health is seeking a Workforce Management professional to support Clinical Operations staffing across multiple programs. You will monitor real‑time dashboards, forecast call volumes, and adjust staffing to meet service levels in a fast‑paced environment.

Key responsibilities include intraday monitoring, data reporting, and collaborating with cross‑functional teams. Strong analytical skills, experience with WFM tools, and excellent communication are required.

Qualifications

• 2 years of experience in a high volume customer service environment with actual experience in workforce
• 1 plus year(s) of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting
• 6 months of experience in applied use of intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools are required, including cloud based and/or Avaya equivalent dialer program
• Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel
• Organize, prioritize and manage multiple tasks on a regular basis with high level of detail
• Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources
• Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information is a key part of this role
• Provide and maintain effective written correspondence through email, office communicator/Skype, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).
• Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups via email/presentations/conference calls
• Self-Motivated with a strong attention to detail with the ability to work independently
• Ability to work in a high production, time sensitive environment
• Able to prioritize and manage multiple tasks
• Demonstrates resourcefulness in problem-solving

Responsibilities

• Intraday and real time monitoring of Avaya CMS, Five9 and CAS offline queues, MHK, People Safe, Verint WFM, NICE, Aspect, Avaya Predictive Dialer, and CAS for volume
• Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met
• Participate and present on Adhoc, daily, weekly, quarterly meetings with business partners and team on workflow/scheduling concerns/forecasts and staffing changes
• Provide and maintain reports/data in CMS, Verint WFM and other applicable databases/resources
• Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business
• Review waitlisted PTO for additional approvals which may fall within business parameters
• System maintenance of employees new hires and terms
• Individual Development of skills to maintain skill set and career advancement

Skills

Data analysis

Forecasting

Multi-tasking

Communication

Problem solving

Tools

Verint WFM

Aspect WFM

Five9

CMS

Cas

Job description

CVS Health is seeking a Workforce Management professional to support Clinical Operations staffing across multiple programs. You will monitor real‑time dashboards, forecast call volumes, and adjust staffing to meet service levels in a fast‑paced environment.

Key responsibilities include intraday monitoring, data reporting, and collaborating with cross‑functional teams. Strong analytical skills, experience with WFM tools, and excellent communication are required.