Job Description
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
– May provide on-the-job training for WCA’s and WFM Orientation for Service Staff Leadership and internal Staff.
– Monitors performance of staff members according to established standards.

Required Qualifications
– At least 1 to 2 years of experience in service center environment
– Must be able to start by 7:30 AM EST
– 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

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

High School Diploma

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 Behaviorsâ„¢ 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.