Operations Support Coordinator Forecasting and Planning

Key Skills

Aartificial intelligence, Data science techniques, Data Visualization, Forecasting, Leadership Skill, Machine learning techniques, Microsoft-Excel, Operations, PowerBI, Powerpoint, Snowflake, Tableau, Teradata

Job Description

We are seeking a highly organized and detail-oriented professional to ensure the smooth and efficient operation of our team. developing and maintaining the entire forecast and/or capacity planning process, (contact volume, average handle times and shrink, FTE requirement, staff plan), within our multi-channel (inbound, outbound, digital, etc.) Retail Customer Care organization. This person will be charged with developing, fine tuning, and maintaining advanced projection models that drive positive customer and colleague experience while maintaining financial obligations. These models may include machine learning development and advanced statistical analysis. This position will work closely with business leaders to gain insight into day-to-day operations of the organization and future initiatives. As such, partnership with all areas of the business and quantifying impact will be a critical requirement of this role.

Candidates should be experienced in demand workforce planning, forecasting or capacity planning, analytical and critical-thinking skills, machine learning methodologies, leadership communication, contact workforce management experience, and have a proven track record of collaboration within cross-functional organizations. They are pivotal in creating a professional atmosphere and improving efficiency. This role requires adaptability in a fast-paced and evolving work environment, where priorities and demands may change frequently. This person will be able to think critically and communicate effectively to resolve issues and seek clarification from colleagues and supervisors as needed.

Required Qualifications

• 5+ years WFM experience
• 3+ years experience in forecast/capacity and predictive modelling within a multi-channel organization
• 3+ years steering business unit level analysis and dissemination of information to all levels of leadership including executive level.
• 3+ years experience working with WFM industry standard software (Verint, IEX, etc.)
• 3+ years of demonstrated high proficiency with standard corporate software applications, including MS Word, Excel, Outlook, and PowerPoint, as well as some special proprietary applications.

Preferred Qualifications

• Experience with IEX
• College Degree in related field preferred (Quantitative Analysis, Mathematics, Data Science) or equivalent experience
• A.I./Machine Learning validation, testing and parameter tuning
• Experience in data architecture with the ability to write scalable, production-level code within Teradata/Snowflake environments
• Data visualization development experience (Ex: Tableau or Power BI)
• Demonstrated experience with Correlation Analysis
• Demonstrated advanced Excel report development (e.g., Advanced Formulas, Power Pivot, Charts and Graphs, VBA & Macros, etc.)
• Demonstrated experience with steering Business Unit Level ROI analysis & dissemination designed for executive level leadership (VP & above)

Education

• Verifiable High School diploma or GED is required.

Pay Range

The typical pay range for this role is:

$46,988.00 - $112,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.