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.

***WORK FROM HOME ANYWHERE IN USA***

This position is responsible for business forecasting and planning for call and back office operations for Specialty Operation.   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 reoccurring 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 (i.e.. operations and finance).
 

Oversee the maintenance of weekly/monthly capacity plan 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 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.

• 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
• Moderate finance fundamentals

• 10+ years of experience within Pharmacy/PBM Operations

• Long range planning (strategic planning 12-18 months out)
• This role is not short range planning or scheduling (ie 2-4 weeks out) using WFM tools.  
• Advanced Excel aptitude essential
• Avaya/CMS, Verint helpful
• Having a curiosity to drive change and improvements
• Leadership

• Plan and operations optimization

• Ability to obtain, review, analyze and compile information from multiple data sources
• Ability to handle multiple tasks with competing priorities

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

The typical pay range for this role is: