CVS Health
Real Time Analyst, Call Center Workforce Management (Remote)
This job is now closed
Job Description
- Req#: R0329629
Evaluate current staffing levels and analyze future demand based on patient volume, acuity, and other factors in order to recommend appropriate adjustments.
Prepare and coordinates staffing requirements, staffing models, and guidelines for recruitment, retention, and succession planning in order to address workforce needs and challenges.
Coordinate with department managers and supervisors to develop and maintain efficient employee schedules that meet patient care needs, comply with labor regulations, and optimize staff utilization.
Handle data for key performance indicators (KPIs) related to workforce management, such as staffing ratios, productivity, overtime, absenteeism, and turnover to identify trends, patterns, and areas for improvement.
Identify opportunities to streamline workflows, enhance productivity, and reduce costs through process optimization and automation.
Provide guidance and support related to labor laws or regulations in matters related to scheduling practices, overtime, leave management, and fair labor standards.
Conduct training programs and/or workshops for managers and staff that focus on industry-best workforce management principles, tools, and methodologies.
Manage 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.
Compare findings with various teams including HR, finance, and operations to gather input, address challenges, and implement effective workforce management strategies
1+ years work experience, professional office environment preferred.
1+ years proficiency in technology and Microsoft Office.
1+ years experience using computer applications, including data, statistical, word processing, and spreadsheet. Adept at problem solving and decision making skills
Previous call center experience
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 Summary
The Real Time Analyst is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.
Call center hours of operation are 7 days a week, from 8:00am to 11:00pm ET. We are seeking flexibility in work schedule. Your work shift is likely to include nights and weekends.
• Communicate to impacted businesses on actions taken and current status
• Monitor intraday scheduling forecast compared to actual volumes and make adjustments throughout the day, as required
• Receive, review, and make decision for same day, unplanned, off-phone requests
• Pro-actively communicate and follow up with site operations to execute all planned and real-time activities
• Communicate effectively with the business about its needs with personnel at all levels
• Serve as a resource for answering questions about the daily operations of the call center
• Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers
• Recognize and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications
• Create, manage, and distribute normal daily and ad hoc reports to business.• Perform duties related to allocating and scheduling resources by conducting data analysis for resource optimization, driving process improvements, and collaborating with stakeholders to ensure efficient resource utilization. Communicates across the organization to facilitate effective resource planning, monitor resource performance, and provide insights to enhance productivity and align resources with organizational goals.
What you will doRequired Qualifications
Preferred Qualifications
Education: High school diploma, GED, or equivalent work experience required.
Pay Range
The typical pay range for this role is:
$18.50 - $38.82This 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.
We anticipate the application window for this opening will close on: 08/28/2024
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/benefitsQualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.