CVS Health

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Workforce Management Coordinator - Work From Home

at CVS Health

Posted: 10/9/2019
Job Reference #: 1032188BR

Job Description

Job Description
As a Workforce Management Coordinator you will manage call volume, scheduling and manage all off-phone activities within a site.You will assist in determining appropriate staffing and adjustments required to deliver client service goals while balancing initiatives and cost. You will be expected to update and maintain information needed for Workforce Management tools and perform as a team member in a multi-site enterprise environment. This team partners with Operation teams at all sites within CVS.

Responsibilities Include:
- Create and maintain shift profiles and scheduling rules within planning models and workforce management applications.
- Manage agent scheduling, (including shifts, overtime,
training, meetings, absenteeism, vacation, exceptions, etc.) to ensure daily service level objectives are met.
- Facilitate shift bid process, as needed.
- Support and manage WFM tools; update new hires, employee skill attributes, attrition, transfers, etc.
- Monitor intra-day volumes to ensure compliance to business needs.
- Perform Real-Time coordination of queue monitoring and management.
- Assist with monitoring of real-time adherence call statistics and pharmacy metrics, communicates with supervisors to ensure on/off phone activities are managed efficiently throughout the day.
- Assists with creating the short-term forecasting models (volume, productivity, non-productive time, FTEs, etc)
- Assists with the analysis and reporting of key metrics and trend performance to forecast
- Work collaboratively with groups across various geographies and time zones, including but not limited to Operations & Human Resources, to coordinate timelines to meet Senior Management and Corporate deliverable.
- Strong communication, presentation & interpersonal skills.
- Attention to detail; strong drive to ensure the integrity of underlying data & reports.
- Ability to multitask and prioritize within a fast paced environment

This is a Work From Home opportunity.

Required Qualifications
- 1 + years Workforce Management Tool experience; Avaya is the system CVS is utilizing
- Strong PC skills, including Excel & other Microsoft Office applications.

Preferred Qualifications
- Previous PBM experience preferred
- Experience with specific Workforce Management tools and functions, such as eWFM, Verint, etc.
- Experience with Hyperion Essbase
- Knowledge of staff planning, workload distribution and trend analysis.

High School diploma or GED required.

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.

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. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

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 assessment, contact the Shaker Help Desk at 1-877-987-5352.

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!