Lead Director, Workforce Management & RTA - Retail Customer Care

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Lead Director, Workforce Management & RTA provides strategic leadership and oversight of resource planning functions in support of the Retail Customer Care function. They will develop and implement resource planning strategies, manage a team of resource planning professionals, collaborate with senior stakeholders to align resource plans with organizational goals, and ensure effective resource allocation and optimization. The leader in this role will be responsible to drive process improvements, monitor resource performance, and provide guidance to the team to achieve efficient resource utilization and meet business objectives.

What you will do

• Establishes workforce management strategies that leverage call volume, prioritization, and other relevant factors to consistently meet scheduling needs.
• Develops a methodology to more effectively allocate colleagues to different shifts, considering factors such as skills, availability, workload, and compliance with labor regulations.
• Defines programs and processes that monitor and track real-time adherence to schedules and promptly address any deviations or issues.
• Designs key performance indicators (KPIs) to provide insight into organizational schedule adherence, attendance, absenteeism, and productivity rates.
• Develops a team responsible for monitoring real-time data on call volume, staffing needs, and other operational factors, making necessary adjustments to account for scope changes and cross-enablement factors.
• Oversees the planning of initiatives that aim to streamline scheduling practices, reduce costs, and improve the overall utilization of resources.
• Establishes policies to ensure adherence to workforce scheduling and real-time adherence regulations.
• Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development.
• Provides guidance, training, and educational materials for department managers and staff regarding workforce scheduling practices, real-time adherence monitoring systems, and recently integrated software.

You will be responsible for growing the culture, engagement, performance, and reputation of the team you oversee. Creating a culture centered on inclusion and well-being will be a key responsibility in this role. You will create an environment where all colleagues see and feel the connection between their work and the customer experience. Caring for our colleagues is a top priority, which translates to caring for our customers.

Required Qualifications

• 10-15 years work experience
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Adept at business intelligence
• Adept at collaboration and teamwork
• Mastery of problem solving and decision making skills
• Mastery of growth mindset (agility and developing yourself and others) skills

Preferred Qualifications

• Certified Workforce Management Analyst (CWMA) preferred.

Education
Bachelor's degree or equivalent experience

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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.  This position also includes an award target in the company’s equity award program. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 12/19/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.