Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

We are seeking a highly organized and detail-oriented professional to ensure the smooth and efficient operation of our team. developing and maintaining the entire forecast and/or capacity planning process, (contact volume, average handle times and shrink, FTE requirement, staff plan), within our multi-channel (inbound, outbound, digital, etc.) Retail Customer Care organization. This person will be charged with developing, fine tuning, and maintaining advanced projection models that drive positive customer and colleague experience while maintaining financial obligations. These models may include machine learning development and advanced statistical analysis. This position will work closely with business leaders to gain insight into day-to-day operations of the organization and future initiatives. As such, partnership with all areas of the business and quantifying impact will be a critical requirement of this role.

Candidates should be experienced in demand workforce planning, forecasting or capacity planning, analytical and critical-thinking skills, machine learning methodologies, leadership communication, contact workforce management experience, and have a proven track record of collaboration within cross-functional organizations. They are pivotal in creating a professional atmosphere and improving efficiency. This role requires adaptability in a fast-paced and evolving work environment, where priorities and demands may change frequently. This person will be able to think critically and communicate effectively to resolve issues and seek clarification from colleagues and supervisors as needed. 

Required Qualifications

• 5+ years Workforce management experience
• 3+ years experience in forecast/capacity and predictive modelling within a multi-channel organization
• 3+ years steering business unit level analysis and dissemination of information to all levels of leadership including executive level.
• 3+ years experience working with WFM industry standard software (Verint, IEX, etc.)
• 3+ years of demonstrated high proficiency with standard corporate software applications, including MS Word, Excel, Outlook, and PowerPoint, as well as some special proprietary applications.

Preferred Qualifications

• Experience with IEX
• College Degree in related field preferred (Quantitative Analysis, Mathematics, Data Science) or equivalent experience
• A.I./Machine Learning validation, testing and parameter tuning
• Experience in data architecture with the ability to write scalable, production-level code within Teradata/Snowflake environments
• Data visualization development experience (Ex: Tableau or Power BI)
• Demonstrated experience with Correlation Analysis
• Demonstrated advanced Excel report development (e.g., Advanced Formulas, Power Pivot, Charts and Graphs, VBA & Macros, etc.)
• Demonstrated experience with steering Business Unit Level ROI analysis & dissemination designed for executive level leadership (VP & above)

Education

• Verifiable High School diploma or GED is required.

Pay Range

The typical pay range for this role is:

$46,988.00 - $112,200.00

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 01/31/2025

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