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Job Description
Job Description
The Senior Manager of Scheduling and Real-Time Management will manage the day-to-day operations and performance of a workforce management team, which develops and implements industry leading processes for contact center agent scheduling, skilling strategy and real-time adherence. This position will lead and coordinate critical functions to ensure the continued operation of a multi-site contact center. The role and the team it leads will have a direct impact on the quality of customer service, the preparedness of call center operations against call volumes, business continuity as well as the colleague experience on the frontlines. The position will also be responsible for enhancing and monitoring the performance of the scheduling and real-time teams, colleague development and succession planning.
The Senior Manager will be responsible for providing strategic support for staff alignment, scheduling and management of daily availability to ensure the maximization of capacity and the achievement of consistent service commitments. The Senior Manager will be responsible for improving occupancy while maintaining service achievement by conducting ongoing variance analysis to continuously improve daily schedule and staff alignment via shift bids, scheduling optimization and real time adjustments. The Senior Manager will be responsible for improving scheduling and real time processes for a contact center with more than 6K agents, supporting thousands of customers with both internal and vendor staffed centers. This leader will be responsible for supporting, shaping and designing an efficient skilling strategy, while conducting ongoing variance analysis to continuously improve the accuracy of scheduled resources. The Senior Manager will be responsible for the oversight of all real time playbook implementation and performance updates required by the executive leadership team. This leader will socialize playbooks with all impacted business leaders to gain alignment and receive approval for implementation. Scheduling and real-time management requires collaboration with many cross functional areas of the business including, forecasting, training, human resources, time and attendance, operations, client management and vendor management.
Pay Range
The typical pay range for this role is:
Minimum: 75,400
Maximum: 158,300
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
-Knowledge of forecasting methodologies, models and best practices.
-Proficiency with Microsoft Excel at an intermediate level.
-Demonstrated expertise in call center metrics such as ASA, ABN, TSF, AHT, Occupancy, and Shrinkage.
-Proven effectiveness in communicating complex data in a manner that is easy to understand.
-8+ years of workforce management and analytics experience in a contact center environment.
-8+ years of experience in manager role developing and mentoring blended staff of hourly and exempt professionals.
COVID Requirements
COVID-19 Vaccination Requirement
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.
Preferred Qualifications
-PBM or high volume health care contact center experience.
-Functional understanding of workforce management software applications, primarily Avaya, Five9, NICE IEX WFM, NICE EEM and Intradiem.
Education
Bachelor Degree and/or equivalent years of work experience.
Business Overview
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.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
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