Sr. Manager, Forecasting & Business Planning
About The Position
This position is responsible for business forecasting and planning for call and back office operations for Specialty Operation. This individual will manage a team that owns the forecasting portion of the business including staffing requirements and metrics performance as well as the many different types of analysis that are needed on an ad-hoc and reoccurring basis. This role is responsible for forecasting, modeling, performance projections, basic financial variance explanations, and analysis. Building strong working relationships and delivering on individual commitments will be critical to the success of this role. Candidates should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations (i.e.. operations and finance).
Requirements
- Minimum 7-10 years of experience with forecasting in a large contact center environment, PBM, or Specialty Pharmacy
- Call Center and back office Workforce Management/Resource Planning
- Moderate finance fundamentals
- Advanced Excel aptitude essential
- Leadership
Nice To Haves
- 10+ years of experience within Pharmacy/PBM Operations
- Avaya/CMS, Verint helpful
- Having a curiosity to drive change and improvements
Responsibilities
- Oversee the maintenance of weekly/monthly capacity plan including volume, handle time, shrinkage, and occupancy assumptions to determine staffing plans to meet requirements; meet and discuss with Operations, Finance, and support departments on a regular cadence. Serve as the leadership point of contact for operations.
- Ensure the completion and accuracy of volume and all key performance metrics forecasts for all lines of business; produce and communicate vendor locked forecasts.
- Facilitate peak season staffing planning, including coordination of new hire classes and target LOBs.
- Organize and produce quarterly forecast submission data for financial outlooks.
- Conduct regular reviews of forecast and capacity plan data with Operations and support departments.
- Provide staffing requirements and other requested information for the RFP process.
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
- CVS Health bonus
- commission
- short-term incentive program
- equity award program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
