CVS Health

Receive alerts when this company posts new jobs.

Similar Jobs

Job Details

Senior Workforce Management Real-Time Analyst

at CVS Health

Posted: 10/8/2019
Job Reference #: 1023408BR

Job Description

Job Description
As a Workforce Management (WFM) Real-Time Analyst, you will be responsible for the following primary functions:

- Workforce agent scheduling including shift creations for new hires, develop overtime/VTO requirements, validate FMLA/LOA impacts, assist with PTO allocations per team, monitor and schedule exceptions (such as team meetings, compliance training, etc.) to ensure daily service level objectives are met
- Queue Monitoring - Monitoring intra-day volumes to ensure compliance to business needs
- Volume Analysis/Reporting - Identify trends and potential risks that may arise throughout the day (across call volume and pharmacy processing, SPRx queue movement)
- Time & Attendance Coordination - Responsible for updating and maintaining attendance information in the Workforce Management applications and/or other designated software as identified by leadership; will ensure all employees’ hours are accurate and accounted for on the Workbrain timecards
- Responsible for meeting multiple daily deadlines including attendance line checks, updating and publishing daily attendance/time reports, and processing in a high volume shared inbox or other designated communications vehicle
- Assisting with weekly Workflow planning; Optimization of Flex resource allocations
- Building and maintaining shift profiles in the Microsoft Access database
- Assisting with training and implementation of workforce management applications such as Verint i360 suite
- Create and facilitate 4x10 schedule options, as needed
- Supporting and analyzing WFM tools including Cisco Supervisor (validate employee skill assignments, maintain team hierarchy by removing terminations and internal transfers)
- Assisting with monitoring of real-time adherence call statistics and pharmacy metrics
- Assisting with crafting the short-term forecasting models, including volume, productivity, non-productive time, full time employees, etc.
- Assisting with the analysis and reporting of metrics and trend performance to forecast
- Work harmoniously with groups across various geographies and time zones, including but not limited to Operations & Human Resources, to coordinate timelines to meet deadlines

Shift: Monday - Friday, 11:00 am - 8:00 pm

Advanced Care Scripts (ACS), a CVS Health Company, leads and dispenses specialty medications and products nationwide. Our comprehensive patient care model provides compliance and adherence support and cost-effective solutions for all classes of specialty medications.

Required Qualifications
- High School Diploma or equivalent
- At least 6 months experience working in an analytical role
- 6 months or more of experience using Microsoft Excel such as pivot tables, conditional formatting, and formulas

Preferred Qualifications
- Bachelor’s degree in Mathematics, Computer Science, Finance, or related fields
- Experience working with workforce management tools such as Verint, NICE IEX, CC Pulse, and other WFM systems
- Working knowledge and experience in MS Access, MS Word, MS PowerPoint, MS Visio, MS Outlook, Microsoft Excel (V-look up, macros, VBA)
- Demonstrated track-record/ability to meet firm deadlines
- Ability to multitask and to work in fast paced team environment
- Outstanding organizational skills
- Excellent written and verbal communication skills

- High School Diploma or equivalent

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!