[Remote] Workforce & Contact Center Manager at CVS Health

Tennessee, United States

Apply Now

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Minimum of 2 years of experience in workforce management and/or call center analytics
Proficiency in Microsoft Excel, SQL, and workforce management platforms (e.g., NICE, Verint, Genesys)
Strong analytical, problem-solving, and communication skills
Ability to thrive in a dynamic, compliance-driven environment
Bachelor’s degree in Business, Statistics, Operations Management, or a related discipline. Or equivalent experience

Responsibilities

Analyze historical call volume and campaign data to forecast staffing requirements across internal teams and external vendors
Develop and maintain agent schedules that align with forecasted demand, regulatory compliance, and CMS guidelines
Monitor intraday performance and execute real-time staffing adjustments to uphold service levels and minimize wait times
Collaborate with Sales, Operations, and Compliance teams to align workforce strategies with Medicare Advantage and Part D enrollment objectives
Coordinate with vendor WFM teams to manage real-time adherence alerts and staffing modifications
Lead staffing review meetings and forecast risk assessments with internal and external stakeholders
Track and analyze key performance indicators (KPIs) including call volume, average handle time, occupancy, adherence, shrinkage, and agent utilization
Conduct root cause analyses and threat assessments to identify performance-impacting issues and recommend actionable solutions
Generate and present insightful reports and dashboards to leadership and cross-functional teams
Support process improvement initiatives and KPI development to enhance operational efficiency and customer satisfaction
Provide strategic insights into customer behavior, call trends, and agent performance to inform decision-making

Skills

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

Land your dream remote job 3x faster with AI

Try Jobo Free