At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

We are seeking a highly analytical and detail-oriented Workforce Management & Call Center Manager to join our Internal DTC Operations Optimization team. This role integrates workforce planning expertise with call center performance analytics to ensure optimal staffing, service level attainment, and operational efficiency. The analyst will support Medicare Sales Call Center operations and broader contact center functions by leveraging data-driven insights to enhance agent productivity and customer experience.

Key Responsibilities

•    Analyze historical call volume and campaign data to forecast staffing requirements across internal teams and external vendors.
•    Develop and maintain agent schedules that align with forecasted demand, regulatory compliance, and CMS guidelines.
•    Monitor intraday performance and execute real-time staffing adjustments to uphold service levels and minimize wait times.
•    Collaborate with Sales, Operations, and Compliance teams to align workforce strategies with Medicare Advantage and Part D enrollment objectives.
•    Coordinate with vendor WFM teams to manage real-time adherence alerts and staffing modifications.
•    Lead staffing review meetings and forecast risk assessments with internal and external stakeholders.
•    Track and analyze key performance indicators (KPIs) including call volume, average handle time, occupancy, adherence, shrinkage, and agent utilization.
•    Conduct root cause analyses and threat assessments to identify performance-impacting issues and recommend actionable solutions.
•    Generate and present insightful reports and dashboards to leadership and cross-functional teams.
•    Support process improvement initiatives and KPI development to enhance operational efficiency and customer satisfaction.
•    Provide strategic insights into customer behavior, call trends, and agent performance to inform decision-making.

Required Qualifications

•    Minimum of 2 years of experience in workforce management and/or call center analytics.
•    Proficiency in Microsoft Excel, SQL, and workforce management platforms (e.g., NICE, Verint, Genesys).
•    Strong analytical, problem-solving, and communication skills.
•    Ability to thrive in a dynamic, compliance-driven environment.

Preferred Qualifications

•    Experience with NICE IEX or similar workforce management software.

• Preferrable in Medicare or healthcare.

•    Familiarity with CMS call center compliance standards.
•    Background in Medicare Advantage or Part D sales operations.
•    Proficiency in business intelligence tools such as Tableau or Power BI.
•    Comprehensive understanding of contact center KPIs and performance optimization strategies.

Education

Bachelor’s degree in Business, Statistics, Operations Management, or a related discipline. Or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$54,300.00 - $119,340.00

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 11/08/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.