CVS Health

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Contact Center Forecasting - Advisor

at CVS Health

Posted: 11/20/2019
Job Reference #: 1114613BR
Keywords: management

Job Description

Job Description
CVS Health has an outstanding opportunity for a Contact Center Forecasting - Advisor.

This can be a remote based role.

This is a senior level forecasting role, requiring an advanced statistical/analytical skill set. The Contact Center Forecasting Advisor is responsible for call and AHT forecasting at a monthly level for all lines of business within the CVS PBM Customer Care realm. This includes the development of forecasting models (including relevant technology needed), application of forecasting models to develop monthly call and AHT forecasts, and communication to internal team members and business leaders on forecast changes and assumptions. The ideal candidate will be comfortable with the latest trends and techniques in time series regression modeling (ARIMA, Exponential Smoothing, FB Prophet, etc) and open source platforms used to apply them (R, Python, etc). Some experience with machine learning for modeling accuracy and best fit strongly preferred. The Advisor, Contact Center Forecasting will also need to develop and maintain excellent working relationships with all key business leaders and stakeholders who have some influence over or are affected by some part of the forecasting process and maintain a structured process to ensure key inputs are received and assumptions are approved, in order to facilitate the appropriate balance of timely forecast delivery and the most up to date and accurate forecast assumptions.

Required Qualifications
*Five or more years of prior statistical analysis experience.
*Three years or more years of experience with forecasting.
*One or more years of experience using with statistical modeling tools and/or languages (R, Python, etc)
*One or more years of experience with machine learning
*May require some travel, likely averaging around 15%.

Preferred Qualifications
*Experience with and/or in contact centers strongly preferred, particularly with contact center forecasting and time series regression models.
*Experience in the healthcare industry (particularly PBM).
*Some experience with data management and transformation.

*Bachelors degree in relevant program or combination of education and relevant work experience.

Business Overview
It’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.

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. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

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 assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!