CVS Health

Work Force Management Scheduling and Channel Management Director

Posted 10 days ago

Job Description

Job Description
Join our exciting, challenging and ever-evolving Work Force Management team at CVS Health!
The Director, Scheduling & Channel Management will lead and develop industry leading processes for agent scheduling, skilling strategy and real-time adherence as well as overall channel management. In short, this position will lead a critical function similar to air traffic controllers as well as product owners, both of which are critical to a successful multi focused operation. This position will report to a Sr. Director, Customer Care.

SCHEDULING AND REAL-TIME MANAGEMENT
The Director will be responsible for providing strategic support for staff alignment, scheduling, and management to ensure the maximization of capacity and the achievement of service commitments. The Director will be responsible for improving occupancy and service achievement and conducting ongoing variance analysis to continuously improve daily schedule and staff alignment via shift bids and real time adjustments. The Director will be responsible for improving existing staff planning models 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. Scheduling and real-time management requires collaboration with many cross functional areas of the business including, forecasting, Training, HR, TA, Operations, client interface and vendor management.

CHANNEL MANAGEMENT
The Director will socialize plans and playbooks with business leaders in Customer Care, gaining alignment on inputs and assumptions and securing approval from cross-functional stakeholders and senior leaders. The Director will be responsible of the individuals that are intimately familiar and knowledgeable of specific client requirements (ex, training, staffing, call volumes, hours, performance guarantees, market conditions, headcount, skilling) to ensure have the right people in the right place at the right time with the right tools.
Join the company helping people on their path to better health! Our organization offers a competitive benefit package including vacation and holiday paid time off, health/dental/vision insurance, work/life balance, employee discounted stock purchase program, 401K, tuition reimbursement, and employee discounts at all CVS stores.

Required Qualifications
* At least 10 years experience in operational planning & workforce management
* At least 5 years of leadership experience in a related environment
* At least 3 years of Call Center scheduling and operational planning

Preferred Qualifications
* At least 3 years of Healthcare, PMB and contact center experience preferred

Education
Bachelor's Degree; will consider a combination of education and experience

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.