May 30, 2020

Head of Workforce Management and Reporting

  • Professional Diversity Network
  • Woonsocket, RI 02895, USA

Job Description

CVS Health

Job DescriptionThe Head of Workforce Management will be responsible developing and implementing a best in class workforce management, forecasting, reporting and analytics model. This role will be critical in driving the following objectives:* Transform our call volume forecasting, labor scheduling models, and reporting practices to significantly improve the effectiveness of our labor planning and spending. This role will be responsible for (i.) the scheduling of 15,000-20,000 colleagues across 30+ different internal and vendor sites (plus WFH) handling approximately 170,000 calls per day and managing the fulfillment of approximately 800,000 scripts a day (ii.) improving the accuracy of our short and long range forecasting and scheduling, (iii.) significantly improving our utilization rates, (iv.) evolving our labor model to include part-time colleagues to improve our flex capacity to better accommodate shifts in volume, (v.) transforming our peak season ramp strategy, (vi.) managing a PBM governance process that proactively identifies call drivers for better labor planning and call volume forecasting, and (vii.) overseeing and improving operational performance with real-time rep and schedule adherence. Interface with Supervisors to ensure reps stick to their schedules and modify schedules as required to maximize occupancy, cost and service delivery.* Vendor Strategy - Utilizing the same tools, approach to quality, and management rigor, ensure consistent operating disciplines are practiced among our vendor portfolio and internal operations. Nearly 50% of our Customer Care volume, at $100M/year spend. Responsible for evolving our vendor strategy to ensure all operational and financial performance standards meet our member experience and lowest cost to serve goals (including review and potential implementation of offshore services). Rationalize the most efficient vendor portfolio - right vendor(s) in right location(s) handling the right business type(s).* Realign the WFM teams and build out infrastructure to create a labor flex model across member services to drive down cost, allow for increased cross functional interactions and provide additional career opportunities to colleagues.* Develop and implement a centralized reporting function that allows Sr Leaders to see and understand the volumes, forecasts and trends across the networkRequired Qualifications1. Repeatedly demonstrated ability to reduce costs and increase revenue through effective cost management, continuous improvement, technology implementation, and identifying creative ways to drive revenue2. Works autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate any potential issues; highly motivated and internally driven3. Ability to think both strategically and tactically, and a willingness to challenge the status quo to help the organization reach higher levels of performance4. Structured and Logical Thinking: The ability to identify and define business problems and issues while developing strategic, analytical and financial frameworks to conduct analysis and/or measure success5. Work effectively across functions and services, promoting collaboration and teamwork in pursuit of successful outcomes6. Strong business acumen; must be able to analyze trends and develop business justification for improvement projects and/or investments7. Highly organized with the ability to manage multiple and often competing priorities8. Strong interpersonal and team building skills, with the ability to gain the trust and confidence of internal partners and clients; comfortable working one on one with all levels, from senior management (C-level, SVP, VP) through functional level employees9. Strong communication skills, including verbal, written, and presentation; mature, thoughtful, and articulate10. Must possess a creative and entrepreneurial spirit and the courage to drive change in the organizationPreferred QualificationsHealthcare or PBM expertiseEducationBachelor's degreeBusiness OverviewIt'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

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