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Position SummaryThis position will support a variety of Resource Planning functions for multiple Clinical programs within CGSO to ensure appropriate staffing by department. Duties include, but are not limited to: monitoring Avaya CMS, Five9, CAS offline queues, MHK, People Safe, any cloud based or predictive dialer for inbound/outbound calls, adjusting staff to ensure service levels and performance goals are met, create and maintain data in CMS, Five9, Verint WFM and other databases which may be applicable to this role. The position will research and support operational staffing adjustments to maximize employee efficiency and assist with forecasting/scheduling all call center functions, including phone and offline/back-office functions within multi-skill/multi-site environments, assist in determining appropriate workload to complete any intraday/real time monitoring of call stats and schedules in order to meet service levels/TAT. Position promotes a positive work environment, performs as a team member and initiates suggestions to continually improve process and protocols related to workforce management for the Clinical Government Shared Organization.

1. Intraday and real time monitoring of Avaya CMS, Five9 and CAS offline queues, MHK, People Safe, Verint WFM, Aspect, Avaya Predictive Dialer, and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc). Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule2. Participate and present on Adhoc, daily, weekly, quarterly meetings with business partners and team on workflow/scheduling concerns/forecasts and staffing changes3. Provide and maintain reports/data in CMS, Verint WFM and other applicable databases/resources4. Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business5. Review waitlisted PTO for additional approvals which may fall within business parameters6. System maintenance of employees new hires and terms7. Individual Development of skills to maintain skill set and career advancementThe hours of this position are Monday through Friday with specific hours to be 11:30am-8:00pm EST. At least a once a month weekend rotation or as business needs require, with days off during the week.Required Qualifications1. Minimum of 2 years of experience in a high volume customer service environment with actual experience in workforce2. Minimum of 1+ years of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting4. Minimum of 6+months of experience in applied use of intraday and real time monitoring of Avaya CMS and CAS offline queues, Verint WFM, Aspect WFM or IEX workforce management tools are required, including cloud based and/or Avaya equivalent dialer program5. Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel6. Organize, prioritize and manage multiple tasks on a regular basis with high level of detail

7. Ability to identify, analyze and solve complex problems taking into account a variety of factors from multiple data resources8. Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information is a key part of this role9. Provide and maintain effective written correspondence through email, office communicator/Skype, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).10. Ability to work with many groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients and other internal groups via email/presentations/Webex/conference calls11. Self-Motivated with a strong attention to detail with the ability to work independently12. Ability to work in a high production, time sensitive environment13. Able to prioritize and manage multiple tasks14. Demonstrates resourcefulness in problem-solvingPreferred Qualifications3-5 years experience in high volume customer service environment with actual experience in workforce- Excellent communication skills- Ability to learn new software's- Ability to think outside the box- Ability to obtain and analyze large sets of data- Experience with forecasting and scheduling in a PBM settingEducation

High School Diploma or GED required. Associate's degree/Bachelor’s degree or equivalent combination of education and work experience preferred.

Pay Range

The typical pay range for this role is:

$40,600.00 - $89,300.00

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. 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 jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 04/30/2024

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. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.