Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position SummaryThis position will support a variety of Resource Planning functions for multiple lines of business to ensure appropriate staffing by department. Duties include: monitoring telephonic systems, adjusting staff to ensure performance goals are met, managing employee data via Verint WFM and other databases which may be applicable to this role. The Analyst will research and support operational staffing adjustments to maximize employee efficiency and assist with forecasting/scheduling all functions, including phone and offline/back-office functions within a multi-site environment, assist in determining appropriate workload to complete any intraday/real time monitoring of statistics and schedules in order to meet required outcomes. Position promotes a positive work environment, performs as a team member and initiates suggestions to continually improve process and protocols related to workforce management for the organization.Additional responsibilities to include but not limited to the following:
Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel
Organize, prioritize, and manage multiple tasks on a regular basis with high level of detail
Identify, analyze and solve complex problems considering a variety of factors from multiple data resources
Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information is a key part of this role
Provide and maintain effective written correspondence through email, Microsoft Teams, as well as, verbal communication for forecasting, scheduling, reports; data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).
Collaborate with multiple groups to acquire, analyze data trends and distribute staffing/scheduling needs to Operations, Vendors, Clients, and other internal groups via email/presentations/conference calls
Required Qualifications
2 years' experience in a customer service environment with actual experience in workforce management
1+ years' of experience in data analyzing/data mining/consolidation-interpretation of volume forecasting
6+ months' of experience in applied use of intraday and real time monitoring of Verint WFM, Aspect WFM or IEX workforce management tools are required.
Preferred Qualifications
Self-Motivated with a strong attention to detail with the ability to work independently
Ability to work in a high production, time sensitive environment
Able to prioritize and manage multiple tasks
Demonstrates resourcefulness in problem-solvingEducation
High School Diploma or equivalent GEDPay RangeThe typical pay range for this role is:$40,600.00 - $85,100.00This 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. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.