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.
Job Location
Remote — open to all US states
Schedule/Hours
Monday through Friday between 12:30 PM–9:00 PM Central Standard Time (CST) (specific shift determined by business needs. Weekend coverage varies based on business need)
Position Summary
Resource Planning supports multiple Clinical Operations programs by monitoring real-time volume and staffing, making intraday adjustments, and producing reporting that helps teams meet service level, performance, and turnaround time (TAT) targets across a multi-skill, multi-site environment.
Key Responsibilities
- Monitor real-time volume and queues (inbound/outbound calls, faxes, back-office work) and non-production time (meetings, training) using tools such as Five9, Verint WFM, CAS offline queues, and other workforce management systems as applicable
- Make intraday staffing, schedule, and skill adjustments to meet service levels, turnaround time (TAT), performance and adherence goals
- Create, maintain, and distribute reporting and workforce data in Verint WFM and other applicable databases/resources
- Participate in and present staffing updates, forecasts, and risks in routine meetings (daily/weekly/quarterly) with business partners and internal teams
- Maintain professional, timely correspondence via email/Teams to support operational needs and service levels
- Support PTO review, and system set-up for new hires and terminations as needed
- Continue development of workforce management and analytics skills to grow within the function
Required Qualifications
- 2+ years in a high-volume customer service/call center environment
- 1+ year analyzing, consolidating, and interpreting data for volume planning/forecasting or performance reporting
- 6+ months supporting intraday/real-time monitoring and queue management using workforce management and/or telephony tools (e.g., Five9, Avaya CMS, Verint WFM, NICE, Aspect)
- Ability to prioritize multiple tasks with strong attention to detail in a time-sensitive environment
- Strong written and verbal communication (email/Teams/presentations) with cross-functional partners
- Ability to identify, analyze, and solve operational problems using multiple data sources
Preferred Qualifications
- 3–5 years workforce management experience in a high-volume environment
- Experience with forecasting and scheduling in a PBM setting
- Comfort working with large data sets and reporting outputs
- Strong communication skills and ability to learn new tools quickly
- Associate’s/Bachelor’s degree (or equivalent combination of education and 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
- 2+ years of experience in a high-volume customer service or call center environment
- 1+ year analyzing, consolidating, and interpreting data for volume planning, forecasting, or performance reporting
- 6+ months supporting intraday or real-time monitoring and queue management using workforce management or telephony tools
- Ability to prioritize multiple tasks with strong attention to detail in a time-sensitive environment
- Strong written and verbal communication skills with cross-functional partners
- Ability to identify, analyze, and solve operational problems using multiple data sources
- High school diploma or equivalent GED
- 3-5 years of workforce management experience in a high-volume environment
- Experience with forecasting and scheduling in a PBM setting
- Comfort working with large data sets and reporting outputs
- Strong communication skills and ability to learn new tools quickly
- Associate's or bachelor's degree, or equivalent combination of education and experience
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.
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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.
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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.
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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.
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