CVS Health

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Sr Director Resource Planning

at CVS Health

Posted: 6/22/2020
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
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country’s health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site.

We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout, contact the Modern Hire Help Desk at 1-877-451-1695 or

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!