Eligible to Apply Anywhere in the US
Maintains oversight of the local Service Center management function. Responsible for the efficiency/quality of monitoring volumes. Conducts arrival pattern forecasting activities and forecasts scheduling/hiring /headcount needs. Recognizes and recommends operational improvements.

• Analyzes Service center trends, including volume, arrival patterns, staff productivity, and resource allocation.
• Align work arrivals with staff to achieve schedule optimization.
• Utilizes reports and coordinates and completes capacity planning with service centers.
• Conducts arrival pattern forecasting and schedule planning to help meet business unit objectives.
• Develops, monitors and reviews performance reports and service performance trends for each assigned service areas against the plan and recommends specific actions or remedies as necessary.
• Participate and supports testing of toll free set up and routing as well as identify and report suspected toll free routing issues
• Monitors performance of staff members according to established standards.

Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 34.60

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit

jobs.CVSHealth.com/benefits

Required Qualifications

• At least 2-3 years of experience in a call center
• Must be able to work until 8pm ET
• Technical skills
• Negotiation skills
• Well organized
• Prioritizes tasks effectively
• Problem solving skills
• Outstanding customer service skills are required
• Strong project management skills (financial, analytical, planning and implementation)
• Solid written and oral communication skills
• Solid leadership skills including staff development
• Customer Focus and Relationship Building
• Knowledge of Excel ( or completion of Excel Training within 90 days of onboarding)

Preferred Qualifications
Usage of RTA, eWFM, WFO, Intradiem

Education
Bachelors or Equivalent 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. 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.