The workforce management supervisor is a critical role that works closely with the contact center leadership team on initiatives to support overall operations, while also identifying and improving performanceResponsible for call volume forecasts and service level performance for over 50 different inbound call skills, supporting 6 lines of business and appropriate scheduling of 650+ call center agents at 4 call center locationsAlso responsible to develop his/her team and their growth through training and coaching as well as ensuring compliance with all wfm, department, and company policies and procedures.
Develop strategies utilizing the wfm tools such as iex and avaya to ensure optimal skilling and shrinkage utilization to meet service level objectives for all lines of business
Review past data, to provide forecasted workload, changes, assumption and inputs, along with solutions-oriented support for the team and escalate discrepancies in data to management with recommendations for action.
Responsible for assisting in the development of his/her team and their growth through training and coaching as well as ensuring that they are compliant with all wfm, department, and company policies and procedures.
Prepare and deliver detailed performance data to leadership on a daily basis with a monthly readout on results and opportunities.
5+ years call center work experience and solid workforce management experience in an inbound and outbound center environment
5+ years of experience working with word, excel, access, and powerpoint
Experience using workforce management software, telecommunication or other call center systems (e.g., avaya cms, iex totalview, aspect ewfm)
Covid-19 vaccination requirement
Cvs health requires its colleagues in certain positions 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, pregnancy, or religious belief that prevents them from being vaccinated.
If you are 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 within the first 30 days of your employmentFor the two covid-19 shot regimen, you will be required to provide proof of your second covid-19 shot within the first 60 days of your employmentFailure to provide timely proof of your covid-19 vaccination status will result in the termination of your employment with cvs health.
If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with cvs healthAs a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinatedIf your request for an accommodation is not approved, then your employment may be terminated.
Prior supervisor experience
Bachelors degree or equivalent work experience.
At cvs health, we are joined in a common purpose: helping people on their path to better healthWe are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focusedWorking together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every dayCvs health is an equal opportunity and affirmative action employerWe do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local lawWe 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.