Real Time Analyst, Call Center Workforce Management (Remote) id-2736
About the position
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose.
We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. The Real Time Analyst is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.
Call center hours of operation are 7 days a week, from 8:00am to 11:00pm ET. We are seeking flexibility in work schedule. Your work shift is likely to include nights and weekends. Communicate to impacted businesses on actions taken and current status. Monitor intraday scheduling forecast compared to actual volumes and make adjustments throughout the day, as required. Receive, review, and make decision for same day, unplanned, off-phone requests.
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Pro-actively communicate and follow up with site operations to execute all planned and real-time activities. Communicate effectively with the business about its needs with personnel at all levels. Serve as a resource for answering questions about the daily operations of the call center. Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers. Recognize and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications. Create, manage, and distribute normal daily and ad hoc reports to business. Perform duties related to allocating and scheduling resources by conducting data analysis for resource optimization, driving process improvements, and collaborating with stakeholders to ensure efficient resource utilization. Communicates across the organization to facilitate effective resource planning, monitor resource performance, and provide insights to enhance productivity and align resources with organizational goals. Evaluate current staffing levels and analyze future demand based on patient volume, acuity, and other factors in order to recommend appropriate adjustments.
Prepare and coordinates staffing requirements, staffing models, and guidelines for recruitment, retention, and succession planning in order to address workforce needs and challenges. Coordinate with department managers and supervisors to develop and maintain efficient employee schedules that meet patient care needs, comply with labor regulations, and optimize staff utilization. Handle data for key performance indicators (KPIs) related to workforce management, such as staffing ratios, productivity, overtime, absenteeism, and turnover to identify trends, patterns, and areas for improvement. Identify opportunities to streamline workflows, enhance productivity, and reduce costs through process optimization and automation.
Provide guidance and support related to labor laws or regulations in matters related to scheduling practices, overtime, leave management, and fair labor standards. Conduct training programs and/or workshops for managers and staff that focus on industry-best workforce management principles, tools, and methodologies. Manage team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Compare findings with various teams including HR, finance, and operations to gather input, address challenges, and implement effective workforce management strategies.
Responsibilities
- Monitor all queues and ensure adequate actions are taken on rosters to achieve target metrics.
- Monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.
- Communicate to impacted businesses on actions taken and current status.
- Monitor intraday scheduling forecast compared to actual volumes and make adjustments throughout the day as required.
- Receive, review, and make decisions for same day, unplanned, off-phone requests.
- Pro-actively communicate and follow up with site operations to execute all planned and real-time activities.
- Serve as a resource for answering questions about the daily operations of the call center.
- Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers.
- Recognize and initiate escalation for all system difficulties or outages.
- Create, manage, and distribute normal daily and ad hoc reports to business.
- Conduct data analysis for resource optimization and drive process improvements.
- Evaluate current staffing levels and analyze future demand based on patient volume and acuity.
- Prepare and coordinate staffing requirements and guidelines for recruitment and retention.
- Coordinate with department managers to develop and maintain efficient employee schedules.
- Handle data for key performance indicators (KPIs) related to workforce management.
- Identify opportunities to streamline workflows and enhance productivity.
- Provide guidance related to labor laws or regulations in scheduling practices.
- Conduct training programs for managers and staff on workforce management principles.
- Manage team performance through regular feedback and performance reviews.
Requirements
- 1+ years work experience in a professional office environment preferred.
- 1+ years proficiency in technology and Microsoft Office.
- 1+ years experience using computer applications, including data, statistical, word processing, and spreadsheet.
- Adept at problem solving and decision making skills.
- High school diploma, GED, or equivalent work experience required.
Nice-to-haves
- Previous call center experience.
Benefits
- Store discount
- Employee stock purchase plan
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Tuition reimbursement
- Paid time off
- Vision insurance
- Life insurance
