Manager, Contact Center WFM Forecasting

CVS Health•Island, KY

7d•$66,330 - $145,860

About The Position

The Manager, Contact Center WFM Forecasting is responsible for developing and maintaining the complete volume forecast for our large-scale, omni-channel Retail Customer Care organization. In this role, you will build, fine-tune, and maintain advanced projection models including machine learning and statistical methodologies that drive a positive customer and colleague experience while meeting the organization's financial obligations. Partnering closely with business leaders to understand day-to-day operations and future initiatives, you will quantify business impact and collaborate across all areas of the enterprise. The ideal candidate brings proven experience in workforce planning and forecasting, along with strong analytical and critical-thinking skills, machine learning expertise, leadership communication, and a track record of success in cross-functional environments.

Requirements

5+ years of Workforce Management experience in a contact center environment
3-5+ years of forecasting and predictive modeling experience
Experience supporting omni-channel operations including inbound, outbound, and back-office workloads
Strong analytical, statistical modeling, and critical thinking skills
Experience presenting recommendations and insights to senior leaders
Bachelor's Degree required or equivalent experience

Nice To Haves

NiCE IEX or comparable WFM platform experience
Advanced Excel proficiency, including Power Query, PivotTables, statistical analysis, and complex forecasting model development
Experience validating and optimizing machine learning and statistical forecasting models to drive forecast accuracy improvement
Experience with Power BI, SQL, Python, R, or similar analytical tools
Experience supporting internal and outsourced/ BPO operations
Experience translating forecasts into staffing requirements, capacity plans, and financial impacts to support operational and strategic planning

Responsibilities

Develop and implement daily, monthly and long-range forecasts for internal and external partners based on historical data, business trends, seasonality, and other key factors
Monitor forecast performance, identify variance drivers, and implement process improvements to continuously improve forecast accuracy and planning effectiveness
Serve as the forecasting expert and primary interface with Business Unit Leadership and key stakeholders, assessing operational impacts and leading projects that analyze risks and costs to protect the business and drive revenue capture
Research and evaluate technologies, tools, and best practices for workforce management, interpreting data and trends to deliver actionable insights
Drive a culture of output ownership, inspection, and root cause analysis, thriving in a fast-paced, dynamic environment with the flexibility to adapt to shifting priorities
Lead, coach, and develop forecasting analysts while fostering a culture of accountability, continuous improvement, and analytical excellence