We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
Hours: 11:30 AM to 8:00 PM Eastern Standard Time (EST)
This position will support a variety of Resource Planning functions for multiple Clinical programs within Clinical Operations to ensure appropriate staffing by department. Duties include, but are not limited to: monitoring Five9, MHK, People Safe, any cloud based or predictive dialer for inbound/outbound calls, adjusting staff to ensure service levels and performance goals are met, create and maintain data in CMS, Five9, Verint WFM, NICE and other databases which may be applicable to this role. The position will research and support operational staffing adjustments to maximize employee efficiency and assist with forecasting/scheduling all call center functions, including phone and offline/back-office functions within multi-skill/multi-site environments, assist in determining appropriate workload to complete any intraday/real time monitoring of call stats and schedules in order to meet service levels/TAT. Position promotes a positive work environment, performs as a team member and initiates suggestions to continually improve process and protocols related to workforce management for the Clinical Government Shared Organization.
Additional responsibilities to include but not limited to the following:
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 including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc). Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule
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
Our hours of operation are Monday through Friday with hours to between 7:00 AM to 8:00 PM Eastern Standard Time (EST), depending on business needs. At least a once a month weekend rotation or as business needs require, with days off during the week.
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
Preferred Qualifications
- 3 to 5 years experience in high volume customer service environment with actual experience in workforce
- Excellent communication skills
- Ability to learn new software'
- Ability to think outside the box
- Ability to obtain and analyze large sets of data
- Experience with forecasting and scheduling in a PBM setting
- Associate's degree/Bachelor’s degree or equivalent combination of education and work experience preferred.
Education
High School Diploma or equivalent GED
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$43,888.00 - $102,081.00This 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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- High school diploma or equivalent GED
- At least 2 years of experience in a high-volume customer service environment with workforce management experience
- At least 1 year of experience analyzing, mining, consolidating, and interpreting call center volume forecasting data
- At least 6 months of experience using Verint WFM, Aspect WFM, IEX, cloud-based workforce management tools, or equivalent Avaya dialer programs for intraday and real-time monitoring
- Ability to participate in projects and collaborate with site personnel
- Ability to organize, prioritize, and manage multiple detailed tasks
- Ability to analyze and solve complex problems using multiple data sources
- Effective written and verbal communication skills for forecasting, scheduling, reporting, and staffing coordination
- Ability to collaborate with operations, vendors, clients, and internal groups to analyze data and distribute staffing needs
- Ability to work independently in a high-production, time-sensitive environment
- Self-motivation, resourcefulness, and strong attention to detail
- Three to five years of experience in a high-volume customer service environment with workforce management experience
- Experience with forecasting and scheduling in a PBM setting
- Associate's or bachelor's degree, or equivalent combination of education and work experience
- Excellent communication skills and ability to learn new software
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
-
Healthcare Strength — Health coverage includes medical, dental, and vision with HSA-eligible options, free preventive care, virtual care, and access to MinuteClinic services. Mental-health resources such as counseling support are emphasized, and coverage is often considered solid for full-time colleagues.
-
Retirement Support — A dollar-for-dollar 401(k) match up to 5% after one year and an Employee Stock Purchase Plan are consistently highlighted in Total Rewards materials. Feedback suggests retirement programs are a meaningful strength within the overall package.
-
Wellbeing & Lifestyle Benefits — Wellbeing offerings include up to 20 no-cost counseling sessions per issue, backup care, tuition assistance, and substantial in-store discounts, alongside broader wellness tools. These everyday perks expand value beyond base pay and can be especially meaningful for full-time schedules.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
