CVS Health

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Sr Director, Workforce Management - Resource Planning

at CVS Health

Posted: 7/20/2020
Job Reference #: 1268651BR

Job Description

Job Description
The Sr Director of Care Resource Planning/ Workforce Management will drive the strategic outcomes for a multi-disciplinary team of ~150 colleagues who drive continued refinement, optimization, planning and management of labor models and labor utilization for the Care operation.

This position will be responsible for matching an 8K agent workforce across twelve internal and vendor sites with call volume forecasting while transforming labor scheduling models, and reporting practices to significantly improve the effectiveness of our labor planning and spending. This will require identifying opportunities to enhance efficiency and leading pilot programs such as part-time and flex capacity models to identify new and innovative ways to increase the ROI of our labor utilization.

This role owns strategy and responsibility for managing the ongoing financial planning and budgeting processes for our labor spend, managing and evolving our workforce management tools and programs, building and maintaining accurate and reliable operational reporting capabilities, and leading process innovation to enhance and even overhaul how Care manages labor expense.

This leader will be responsible for evolving our staffing and scheduling processes with improved peak season ramp strategy to align with goals to support the needs of the business and support best in class service. The Sr. Director is responsible for driving operational performance while achieving real-time rep and schedule adherence. This role partners with Care leadership to influence Customer Care Representatives’ behaviors focused around schedule adherence and modification in order to maximize occupancy, cost and service delivery.

Required Qualifications
* 10+ years supporting a large and complex call center organization which includes experience developing volume forecasts for diverse, complex, widely-dispersed, call center operations using top down and bottom up approaches, combining different variable inputs and statistical models.
* 7+ years of experience of building and managing teams with a strong understanding and knowledge of Workforce Management Operations and Tools.
* 7+ years of experience and understanding of call routing processes and technology, and ability to effectively manage "real time" changes necessary to ensure daily compliance to plan.
* Combination of Operations, Strategy, Analytical, Technology, and Financial planning competencies.
* Superior communication skills - both written and oral - to be able to develop and deliver project and financial updates to a wide variety of audiences, including: Senior Executives, Operational Leadership, Vendor operations, line level colleagues, and peer groups. Ability to translate complex/technical analytical challenges into simplified, easy to consume recommendations.
* Track record of management skill and focus to build, develop, and lead high-performing team directly and indirectly. Sustained success in delivering results within this complex business model may lead to opportunities to pursue broader opportunities within any of CVS Health’s growing business units.

Preferred Qualifications
Healthcare / PBM industry experience is preferred

Bachelor of Science degree preferred; Master's degree preferred

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!