Workforce Management Coordinator

CVS Health Lincoln , RI 02865

Posted 3 weeks ago

Job Description:

CVS Health has a few new opportunities available in Lincoln, RI as a part of the Rx Commerce Center on the Workforce Management Team. The team is seeking Workforce Management Analysts who will join a dynamic organization committed to providing key business analytics, reporting and scheduling that ensure CVS.Com customer inquiries are handled in a timely manner. We are hoping you'll be interested in utilizing your exceptional communication skills coupled with our high quality training to join our team!

As an Analyst you will monitor call volume and staffing data utilizing our internal tracking system (Aspect) and produce Workforce Management (WFM) reports according to deadlines - attendance, absence, and adherence, intraday and ad hoc reports. In order to be successful in this role you must ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings. You will be asked to analyze intraday reporting, have the ability to communicate results to leadership and ensure accuracy and timeliness of data by working time-off, schedule change and other requests types.

We have a few open shift/schedules for this position:

2:30pm

  • 11:00pm Sunday

  • Thursday

8:00am

  • 4:30pm Sunday

  • Thursday

8:00am

  • 4:30pm Tuesday

  • Saturday

We also offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a comprehensive list of supplemental list of benefits and discount programs. In addition to sixteen paid days off for employees, we also offer ten paid holidays.

Required Qualifications

  • 1+ years of experience in a Workforce Management role where you're monitoring a Call Center/Customer Service group
  • 6+ months of professional experience in Excel where you can Export Data, complete a VLOOKUP function, Create Formulas and Create Pivot Tables

Preferred Qualifications

  • Experience analyzing and graphically depict data to be useful to the data owners.

  • Experience with IVR routing

  • Bachelor's degree in Business, Mathematics or related field of study.

Education

  • Requires a verifiable High School Diploma or GED.

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. 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.

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