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.
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
The Senior Manager, Contact Center WFM Scheduling & RTA will focus on the strategic and tactical planning, colleague scheduling, real-time management, and implementing change management practices to foster a positive organizational culture. They will be working in a rapidly moving, dynamic, and evolving work environment, requiring the ability to quickly and seamlessly adjust to changing priorities and demands.
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Draw on your industry and WFM expertise to develop, maintain and implement dynamic scheduling solutions to help business partners address problems. Document, analyze, test and modify WFM systems based on specifications/beta testing/scenario planning.
The Senior Manager should have the capability to analyze data and trends, and deliver practical insights to their team and the senior and executive level leadership team. They will promote a culture of accountable performance, thorough examination, analysis and communication of underlying causes, with a focus on eliminating inconsistency within the system and improving processes by rectifying defects.
Required Qualifications
- 5+ years of experience in Workforce Management or Demand Planning & Scheduling
- 3+ years of experience in leading a team of WFM/Data Analytics professionals
- Demonstrated ability to collaborate and work effectively with senior business leaders, operational managers, finance professionals, and external BPO partners to meet their goals
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated high emotional intelligence
- Demonstrated experience in 24/7, Multi-Site, Omnichannel Contact Center and Back-Office Workforce Management
- Demonstrated experienced in utilizing workforce management (WFM) software, including NICE IEX, five9, and Intradiem.
- Highly organized and experienced, possessing exceptional abilities in problem resolution and making strategic decisions effectively.
Bachelor's Degree required, Masters preferred
Pay Range
The typical pay range for this role is:
$67,900.00 - $182,549.40
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. This position also includes an award target in the company's equity award program.
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. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health
We anticipate the application window for this opening will close on: 11/23/2024
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.