Manager, Contact Center WFM Forecasting

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

The Manager, Contact Center WFM Forecasting is responsible for developing and maintaining the complete volume forecast for our large-scale, omni-channel Retail Customer Care organization. In this role, you will build, fine-tune, and maintain advanced projection models including machine learning and statistical methodologies that drive a positive customer and colleague experience while meeting the organization's financial obligations. Partnering closely with business leaders to understand day-to-day operations and future initiatives, you will quantify business impact and collaborate across all areas of the enterprise. The ideal candidate brings proven experience in workforce planning and forecasting, along with strong analytical and critical-thinking skills, machine learning expertise, leadership communication, and a track record of success in cross-functional environments.

Primary Duties and Responsibilities

• Develop and implement daily, monthly and long-range forecasts for internal and external partners based on historical data, business trends, seasonality, and other key factors
• Monitor forecast performance, identify variance drivers, and implement process improvements to continuously improve forecast accuracy and planning effectiveness
• Serve as the forecasting expert and primary interface with Business Unit Leadership and key stakeholders, assessing operational impacts and leading projects that analyze risks and costs to protect the business and drive revenue capture
• Research and evaluate technologies, tools, and best practices for workforce management, interpreting data and trends to deliver actionable insights
• Drive a culture of output ownership, inspection, and root cause analysis, thriving in a fast-paced, dynamic environment with the flexibility to adapt to shifting priorities
• Lead, coach, and develop forecasting analysts while fostering a culture of accountability, continuous improvement, and analytical excellence

Required Qualifications

• 5+ years of Workforce Management experience in a contact center environment
• 3-5+ years of forecasting and predictive modeling experience
• Experience supporting omni-channel operations including inbound, outbound, and back-office workloads
• Strong analytical, statistical modeling, and critical thinking skills
• Experience presenting recommendations and insights to senior leaders

Preferred Qualifications

• NiCE IEX or comparable WFM platform experience
• Advanced Excel proficiency, including Power Query, PivotTables, statistical analysis, and complex forecasting model development
• Experience validating and optimizing machine learning and statistical forecasting models to drive forecast accuracy improvement
• Experience with Power BI, SQL, Python, R, or similar analytical tools
• Experience supporting internal and outsourced/ BPO operations
• Experience translating forecasts into staffing requirements, capacity plans, and financial impacts to support operational and strategic planning

Education

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

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.