Workforce Scheduling Analyst - Remote

Overview

The Workforce Scheduling Analyst at CVS Health is responsible for developing and maintaining schedules to meet service commitments across contact centers while optimizing staffing efficiency.

In Short

• Develop and maintain schedules for contact center staffing.
• Analyze workforce efficiencies against forecasted requirements.
• Manage off-phone activity requests to minimize service impact.
• Onboard new hire schedules into NICE IEX.
• Review and process schedule change requests accurately.
• Participate in staffing review and IDP meetings.
• Provide expertise in NICE IEX and related software.
• Streamline scheduling processes for efficiency.
• Collaborate in a virtual, multi-site environment.
• Build relationships across various business lines.

Requirements

• 2+ years of Workforce Management experience.
• Ability to work extended hours, including evenings and weekends.
• Proficiency in Microsoft Excel for data analysis.
• Strong analytical, written, and verbal skills.
• Presentation skills for senior leaders.
• Experience with NICE IEX and contact center software preferred.
• Bachelor's Degree preferred.

Benefits

• Affordable medical plan options.
• 401(k) plan with company matching.
• Employee stock purchase plan.
• No-cost wellness programs.
• Flexible work schedules and paid time off.
• Tuition assistance and family leave options.
• Confidential counseling and financial coaching.