This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Job Responsibility
running daily, weekly, monthly and on demand reports, providing trends or opportunities within relation to hierarchy and call recording
analyze reporting data to identify and prevent issues for call recording, with a general understanding of how the IT architecture works for programs including VoIP/TDM call center phones, Nice, Mattersight, Verint and ticket systems
manage call recording projects internally to ensure business requirements are identified and delivered
attending daily meetings with status updates, testing overnight, coordinating testers, identifying concerns or dependencies needing to be addressed with operations teams and providing project scope details to the SCBC team for production integration
Requirements
1 year of experience and required computer skills: Proficiency in Microsoft Office Suite: Access, Excel, PowerPoint, Word, Outlook.
1 year experience communicating with internal/external associates, teams and business leaders.
Minimum of 1 year experience with root cause analysis: proactively ask the right questions, gather and analyze data, identify and solve problems that arise with little or no precedent and with a sense of urgency.
Minimum of 2 years experience within a call monitoring environment.
Experience in rapidly adjusting priorities to meet changing business requirements and to prioritize tasks in an environment with goals that sometimes conflict.
Overall comprehension on how the IT architecture works regarding phone switches and call recording solution, including VoIP/TDM call center phones, Nice, Mattersight, Verint and/or comparable ticket systems.