Workforce Management Senior Analyst, CVS Health

CVS Health

Location:
United States, Illinois

Category:
-

Contract Type:
Not provided

Salary:

46988.00 - 112200.00 USD / Year

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Job Description:

As a Workforce Management Senior Analyst, you'll optimize operational efficiency through advanced scheduling and strategic workforce planning. This mid-level role requires strong analytical skills, proficiency in WFM tools, and the ability to translate data into actionable insights for improved service and resource allocation.

Job Responsibility:

Create and maintain employee schedules to ensure we have the right coverage for our business needs
Analyze historical and current data to forecast workload and staffing needs accurately
Prepare regular and ad hoc reports to identify trends and support data-driven decision-making
Monitor staffing levels in real time and help make adjustments to maintain service levels
Coordinate and manage shift bids, vacation requests, and schedule changes fairly and transparently
Support scheduling of team meetings, coaching sessions, and other planned activities
Help administer our telephony system (e.g., manage agent skills, priorities, and routing rules) to optimize call flow and customer experience
Collaborate closely with Operations leaders to understand staffing needs, constraints, and upcoming business changes
Train and support junior team members on scheduling processes and tools
Participate in projects and process improvements to make our scheduling and workforce processes more efficient

Requirements:

Bachelor's degree preferred in Business, Analytics, Operations Management, or a related field
Experience in a contact center environment, operations support, reporting, data analysis, or related administrative role
Strong analytical skills with the ability to work with data and generate insights
Interest in learning workforce management and telephony administration tools (e.g., NICE IEX, other WFM systems)
Strong organizational skills with the ability to handle multiple priorities
Clear and effective communication and collaboration skills
Proficiency with Microsoft Office Suite, especially Excel

What we offer:

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Additional Information:

Job Posted:
July 29, 2025

Expiration:
December 31, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Workforce Management Senior Analyst

CVS Health

Location:United States, Illinois

Category:-

Contract Type:Not provided