CVS Health

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Workforce Management Representative

at CVS Health

Posted: 11/20/2019
Job Reference #: 1119818BR
Keywords: operations

Job Description

Job Description
As a Workforce Management Analyst, you will be supporting a variety of Workforce Management functions for Med-D Enrollment Operations to ensure appropriate staffing by department. Additionally, the Workforce Management Analyst will include creating and maintaining reports/data, Verint WFM, and leading workflow calls with various locations. This role allows you to promote a positive work environment, perform as a team member, and initiate suggestions to continually improve process and protocols related to workforce management for Med-D Enrollment.

Additional responsibilities of the Workforce Management Analyst include:
* Scheduling in Verint for multiple Med-D Enrollment sites
* Assigning Team duties, assigning out aged work as priority, then focusing on threshold items to current day.
* Reviewing the aging reports throughout the day, and following the work through to completion.
* Monitoring queues throughout the day, assigning work to those individuals scheduled in the Verint system.
* Assisting with forecasting, scheduling, and managing all activities within multi skill/multi-site environment.
* Assisting in determining appropriate staffing levels and adjustment recommendations in order to meet budgets analyzing workflow data.
Create and implement recommendations to improve contact center quality, efficiencies, and effectiveness and assure service levels and customer satisfaction goals are met intraday and real time monitoring of production and schedules
* Researching and support various Workforce Management duties and reports as needed

Required Qualifications
* 1+ years of experience in a high volume operations environment with experience in workforce management/resource planning.
* 1+ years of experience with Microsoft Excel
* 1+ years of experience with data analysis
* 1+ years of experience with hosting meetings, discussing opportunities with leadership, note keeping and project management
* 1+ years of Verint experience
* Must be flexible with schedule, willing to work weekends and holidays as needed.

Preferred Qualifications
-Analytical thinking
-Microsoft Excel
-Attention to Detail
-Proactive thinking
-Verint- Workforce Management Tool
-Experience in call center real time analysis.
-1+ years of experience with Enrollment Ops Systems (EMA, Fazal, Facets)

High School diploma or GED required.

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!