Sr. Manager, Forecasting & Business Planning

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.

About the role

This position is responsible for business forecasting and planning for call and back office operations for Specialty Operations. This individual will manage a team that owns the forecasting portion of the business including staffing requirements and metrics performance as well as the many different types of analysis that are needed on an ad-hoc and recurring basis. This role is responsible for forecasting, modeling, performance projections, basic financial variance explanations, and analysis. Building strong working relationships and delivering on individual commitments will be critical to the success of this role. Candidates should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations (e.g., operations and finance). This is a work-from-home position available anywhere in the USA.

Responsibilities

• Oversee the maintenance of weekly/monthly capacity plans including volume, handle time, shrinkage, and occupancy assumptions to determine staffing plans to meet requirements; meet and discuss with Operations, Finance, and support departments on a regular cadence.
• Serve as the leadership point of contact for operations.
• Ensure the completion and accuracy of volume and all key performance metrics forecasts for all lines of business; produce and communicate vendor-locked forecasts.
• Facilitate peak season staffing planning, including coordination of new hire classes and target lines of business (LOBs).
• Organize and produce quarterly forecast submission data for financial outlooks.
• Conduct regular reviews of forecast and capacity plan data with Operations and support departments.
• Provide staffing requirements and other requested information for the RFP process.

Requirements

• Minimum 7-10 years of experience with forecasting in a large contact center environment, PBM, or Specialty Pharmacy.
• Call Center and back office Workforce Management/Resource Planning experience.
• Moderate finance fundamentals.
• Skill in long-range planning (strategic planning 12-18 months out). This role is not short-range planning or scheduling (i.e., 2-4 weeks out) using WFM tools.
• Advanced Excel aptitude.
• Familiarity with Avaya/CMS or Verint is helpful.
• Curiosity to drive change and improvements.
• Leadership experience.

Preferred Qualifications

• 10+ years of experience within Pharmacy/PBM Operations.
• Skill in plan and operations optimization.
• Ability to obtain, review, analyze, and compile information from multiple data sources.
• Ability to handle multiple tasks with competing priorities.

Qualifications

Bachelor's Degree in a related field or equivalent experience is required.

Pay

The typical pay range for this role is $67,900.00 - $199,144.00. This pay range represents the 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 also eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range. This position includes an award target in the company’s equity award program.

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. Benefits include:

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.