Workforce & Contact Center Manager

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position SummaryWe are seeking a highly analytical and detail-oriented Workforce Management & Call Center Manager to join our Internal DTC Operations Optimization team. This role integrates workforce planning expertise with call center performance analytics to ensure optimal staffing, service level attainment, and operational efficiency. The analyst will support Medicare Sales Call Center operations and broader contact center functions by leveraging data-driven insights to enhance agent productivity and customer experience.Key Responsibilities• Analyze historical call volume and campaign data to forecast staffing requirements across internal teams and external vendors.
• Develop and maintain agent schedules that align with forecasted demand, regulatory compliance, and CMS guidelines.
• Monitor intraday performance and execute real-time staffing adjustments to uphold service levels and minimize wait times.
• Collaborate with Sales, Operations, and Compliance teams to align workforce strategies with Medicare Advantage and Part D enrollment objectives.
• Coordinate with vendor WFM teams to manage real-time adherence alerts and staffing modifications.
• Lead staffing review meetings and forecast risk assessments with internal and external stakeholders.
• Track and analyze key performance indicators (KPIs) including call volume, average handle time, occupancy, adherence, shrinkage, and agent utilization.
• Conduct root cause analyses and threat assessments to identify performance-impacting issues and recommend actionable solutions.
• Generate and present insightful reports and dashboards to leadership and cross-functional teams.
• Support process improvement initiatives and KPI development to enhance operational efficiency and customer satisfaction.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.