Manager, Business Strategy & Forecast Analytics - Contact Center Workforce Management

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.

Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.

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

As a Manager, Business Strategy & Forecast Analytics - Contact Center Workforce Management, you will provide key strategic insights and analytics via Machine Learning models, drive business decisions to meet dynamic business requirements and support a variety of business owners.

You will support a contact center that provides support to CVS Health customers and clients. You will deliver analytics and planning projections for the team that will use comprehensive forecasting and scheduling model to forecast call volume, create staffing requirements and generate workforce management related analysis.

Primary Job Duties & Responsibilities :

• Research and analyze the impact of business issues associated with contact center performance, including call trends, key performance indicators, schedule adherence, and off phone activities.
• Tune and optimize various ML Models that will drive business decisions to improve our customer and colleague experience.
• Own forecast projections and delivery to leadership and vendor partners.
• Oversee and manage business initiatives and deployments.
• Integrate data from a range of sources to effectively communicate the implications of analyses.
• Build and articulate high-quality presentations with cohesive messaging to persuasively present proactive opportunities and business analysis to executive leadership.
• Develop recommendations for high-visibility decisions based on data, business intelligence, and critical thinking.
• This position could have up to 3 direct reports.

Required Qualifications

• 2+ years of experience in forecasting.
• 2+ years of demonstrated advanced Excel report development (e.g., advanced formulas, Power Pivot, charts and graphs, VBA & macros, etc.).
• 2+ years of experience with various programming languages (e.g., SQL, Python, Teradata).
• 2+ years of experience in data architecture and design optimization.

Preferred Qualifications

• 2+ years of demonstrated experience in a leadership role with at least one direct report.
• 2+ years demonstrated experience in forecast planning and budget modelling.
• Experience in machine learning tuning and predictive analytics.
• Excellent written and verbal communication skills.
• High proficiency with standard corporate software applications, including MS Word, Excel, Outlook, and PowerPoint.
• Demonstrated experience with database infrastructure architecture.

Education

Bachelor’s degree or equivalent relevant work experience.

Pay Range

The typical pay range for this role is :

$63,300.00 - $139,200.00

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.

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment.

Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions.

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