Scottsdale, Arizona

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 Enrollment Ops Systems (EMA, Fazal, Facets)
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.

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions 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, pregnancy, or religious belief that prevents them from being vaccinated.
  • If you are 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 within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.


Preferred 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 Enrollment Ops Systems (EMA, Fazal, Facets)
•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.

Education
High School Diploma

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. See Job Description

Scottsdale, Arizona

Continue serving and work with a purpose

As a CVS Health colleague, you'll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone's life, including your own. Learn more about how you can continue serving on your next mission at CVS Health.

Careers for Veterans and Military Spouses

 

"The military has an ethos that is grounded in purpose-driven service that’s bigger than the individual. The same holds true for us at CVS Health. You can talk to colleagues in any part of our business and they will be able to articulate our company’s purpose. Working here provides an opportunity for service members and military spouses to continue to serve, just in a civvies."

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