CVS Health

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Customer Care Analytics Advisor

at CVS Health

Posted: 6/7/2019
Job Reference #: 995429BR
Keywords: management

Job Description

Job Title :
Customer Care Analytics Advisor
Job ID :
Location :
RI - Lincoln
Street Address :
695 George Washington Hwy
Category :
Management|Call Center|Business Analyst
Description :
Job Description
Would you like to join Fortune 7 CVS Health’s dynamic Central Pharmacy Services team? As a Customer Care Analytics Advisor, you will provide key strategic insights and analytics to drive business decisions to meet dynamic business requirements and support a variety of business owners. You will support a call center that provides support to the CVS Health website.

You will deliver analytics and reporting for the team that will use comprehensive forecasting and scheduling model to forecast call volume, create staffing requirements and generate workforce management related reporting.

Duties & Responsibilities:
* You will work both independently and collaboratively across department lines to produce thorough and consistent analytics.
* Integrating data from a range of sources to effectively communicate the implications of analyses.
* You will develop recommendations for high-visibility decisions based on data, business intelligence, and critical thinking.
* Building articulate and high-quality presentations with cohesive messaging in order to persuasively present proactive opportunities and business analysis to management.
* You will research and analyze the impact of business issues associated with call center performance, including call trends, key performance indicators, schedule adherence, and off phone activities.

This position will be located in Lincoln, RI.

Required Qualifications
* You have a minimum of 2 years in a business analytics role.
* You have 2+ years experience with the Microsoft Office Suite and are an advanced Excel and PowerPoint user.

Preferred Qualifications
* You have call center environment or workforce management experience.
* Workforce management tools experience such as IEX, Aspect eWFM, or Avaya.
* You have SQL and Tableau experience with a background in data mining.
* Proven ability to handle multiple tasks with high sense of ownership while ensuring flexibility to adapt to changing priorities in a fast-paced environment.
* You are open to learn new call center applications, such as Workforce Management, Reporting and Operational Applications and Tableau.

* Verifiable High School diploma or GED is required.
* Bachelor's degree is preferred.

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!