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 :

This role has accountability and ownership of the operational results driven by a team of Analysts and Sr. Analysts that are assigned to multiple queues under a specific Line of Business. The key operational metrics include Service Level (Intraday, Daily and Weekly), Short Range Forecast Accuracy, Schedule Effectiveness and Cost Accountability (Occupancy), and Backlog Management (WIP). This position is critical for the execution of the resource planning strategy to achieve patient experience, quality and financial goals. The Manager will interface with all areas of Specialty, inclusive of multiple levels of leadership and must develop a deep understanding of the business and have the ability to influence and impact others.

This leader will need to possess a strong working knowledge of workforce management tools and processes as well as the ability to influence others and lead workforce migration strategy among cross-functional organizations.

The manager will collaborate with RP Peer group to ensure that resources are being optimized across multiple lines of business. They will be responsible for leading online and offline initiatives to improve operational efficiency and build capabilities to drive positive outcomes.

PRIMARY DUTIES AND RESPONSIBILITIES :

• Lead team of Analysts and Sr Analysts to support both on/off phone performance guarantees, and meet departments financial goals.

• Coach and develop team on resource planning functions.

• Participate or lead projects crucial to specialty growth.

• Lead the service recovery steps when the situation arises.

EDUCATION :

H.S or Equivalent

REQUIRED SKILLS & OTHER MINIMUM REQUIRED QUALIFICATIONS:

• Minimum 2 years Resource Planning or equivalent Operational experience in multi-site environment.

• Minimum 2 years experience in utilizing Avaya CMS Supervisor or similar ACD system for contact center management and reporting.

• Minimum 2 years experience in utilizing Verint workforce management software or similar application.

• Proficiency utilizing Microsoft Excel for data analysis.

• Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills.

• Ability to perform root cause investigation, problem solve, articulate conclusions and make recommendations.

• Ability to learn quickly while understanding and solving new problems.

PREFERRED SKILLS & OTHER QUALIFICATIONS:

MS Office, Tableau Specialty Pharmacy Experience Ability to work extended hours including evenings, weekends, and holidays. Ability to travel to on-site locations if needed.

Position is work from home; dedicated workspace required capable of utilizing multiple extended monitors.

Pay Range

The typical pay range for this role is:

$54,300.00 - $159,120.00

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 (https://jobs.cvshealth.com/us/en/benefits)

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.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.