Scheduling Analyst (Fully Remote)

In the role of Scheduling Analyst, you will join a dynamic organization committed to providing key business analytics, reporting, and scheduling that ensure CVS customer inquiries are handled in a timely manner

• Analyzing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
• Determines how to best distribute the staff to meet projected call volumes
• Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning

• Develops priority rules that will govern how shifts are assigned
• Creates shift schedules in WFM system
• Analyze prior day shrinkage, schedule adherence, variance reports of daily traffic volumes and headcount
• Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance
• Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance
• Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis
• Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns

Pay Range
The typical pay range for this role is:
Minimum: 40,560
Maximum: 83,400
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications

• 2+ years of demonstrated high proficiency with standard corporate software applications, including MS Word, Excel, Outlook, and PowerPoint, as well as some special proprietary applications
• 2+ years experience working with WFM industry standard software (Verint, IEX, Avaya, Five9, etc.)
• 3+ years WFM experience

Preferred Qualifications

• Heightened attention to details to ensure accuracy in output
• 2 years real-time management experience in a centralized call center environment preferred.
• Strong analytical and problem solving skills
• Strong ability to multi-task and manage competing priorities in a fast paced environment.
• Experience using WFM scheduling tools

Strong communication skills (verbal and written), to support confident and credible interactions with employees and leaders at multiple levels
Excellent with MS – Excel
Education
High School Diploma or GED Required
Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.