Note: The job is a remote job and is open to candidates in USA. CVS Health is dedicated to building a world of health around every individual, and they are seeking a Senior Analyst in Workforce Management. This role focuses on optimizing resource allocation, analyzing operational data, and collaborating with stakeholders to enhance organizational efficiency.
Responsibilities
- Analyze and interpret operational data to ensure consistent and compliant operations that support the organization’s critical deliverables
- Develop and manage staffing models to attract and cultivate top talent, ensuring continuous organizational growth and development
- Coordinate the integration of resource management systems to optimize resource utilization metrics, ensuring the availability and accessibility of necessary resources for business operations
- Assess the organization’s supply requirements to allocate resources—such as personnel, equipment, and supplies—effectively across various departments and facilities
- Implement process improvements throughout the organization to enhance operational efficiency and compliance
- Analyze financial data, historical trends, and operational needs to forecast resource requirements, ensuring alignment with budgetary parameters and the organization’s strategic objectives
- Advise management on resource planning initiatives by providing recommendations on staffing levels, equipment utilization, and supply management to optimize resource allocation and enhance operational efficiency
- Provide leadership and guidance to junior team members, fostering engagement, improvement, and growth to ensure high performance
- Ensure that necessary resources are readily available to meet business objectives and maximize organizational productivity
Skills
- Operations Management
- Minimum of 3-5 years of experience in workforce management, analytics, or a related field, preferably within a back office, vendor support or service-oriented environment
- Proficiency in workforce management software (e.g., Verint, NICE) and advanced Excel skills for data analysis and reporting
- Strong analytical and problem-solving skills, with the ability to interpret complex data sets and make data-driven decisions
- Excellent verbal and written communication skills, with the ability to convey complex information clearly to various stakeholders
- Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment
- Willingness to learn new systems and processes, with a proactive approach to professional development
- Manage WFM applications by analyzing schedules, short-term forecasts, and campaign performance, while overseeing the queue monitoring process
- Collaborate with key stakeholders to gather and analyze requirements for short-term forecasting
- Lead projects related to financial, utilization, and business needs
- Assist in determining appropriate staffing levels and make adjustment recommendations to meet budget targets
- Maintain access to WFM data sources and user rosters, providing performance data to operations leaders
- Interact regularly with senior leadership and facilitate meetings as needed
- Demonstrate initiative and a willingness to learn, becoming a subject matter expert within the business
- 4+ years of experience with Microsoft Office Suite, particularly advanced Excel skills (macros, reporting, trend analysis)
- A combination of two or more of the following: Experience collaborating with internal and external partners to analyze needs and requirements; 2 years of experience managing projects related to financial, utilization, and business needs; 2 years of experience in staffing level determination and adjustment recommendations; 2 years of experience maintaining WFM data sources and user performance data; 2 years of experience with Verint and/or Nice, including data analysis and building filters for site campaigns; 2 years of experience in queue monitoring and analysis to assess scheduling rates and forecasts; 2 years of experience in multi-site oversight, communication, and training on WFM skills; Project management experience leading projects from start to finish with minimal guidance; 2 years of real-time data analysis experience, including call center or backend operations reporting
- Availability to work holidays and/or weekends as needed
- Strong analytical thinking and attention to detail
- Proficiency in Microsoft Excel and communication skills
- Familiarity with NICE Workforce Management Tool
Benefits
- This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
- The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Company Overview
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