[Hiring] Manager, Contact Center Operations & Insights @CVS Health

Role Description

We are seeking a highly analytical and detail-oriented Telephony & Workforce Insights Analyst to support Contact Center Operations through data-driven insights, platform analytics, and routing transparency. This role focuses on telephony and routing analytics, workforce-related KPIs, and proactive identification of data and routing anomalies. The ideal candidate brings strong analytical rigor, technical curiosity, and the ability to translate complex data into actionable operational insights.

Key Responsibilities

• Provide Telephony & Routing Analytics Support across inbound, outbound, and IVR call flows.
• Maintain and monitor key workforce and telephony KPIs to inform short- and long-term capacity models, including handle time, utilization, shrinkage, and volume trends.
• Manage and support the flow of telephony and interaction data from NiCE platforms into Enterprise Data Analytics environments.
• Identify, investigate, and resolve data discrepancies between telephony platforms, workforce systems, and downstream reporting.
• Execute ad hoc reporting requests to support leadership inquiries, operational reviews, and cross-functional initiatives.
• Deliver Workforce & Operational Insights by analyzing agent performance, volume patterns, and routing outcomes to surface risks and opportunities.
• Support TFN, IVR, and Telephony Structure by validating routing logic, number assignments, hours of operation, and queue configuration.
• Proactively flag routing anomalies, call distribution issues, or performance irregularities and partner with Operations, Technology, and Platform teams on remediation.
• Contribute to documentation of data definitions, KPI logic, and telephony reporting standards to promote consistency and transparency.

Qualifications

• 2–4 years of experience in contact center analytics, workforce management, telephony reporting, or operational analytics.
• Strong analytical skills with experience working with large datasets and translating findings into clear insights.
• Experience supporting KPI maintenance related to capacity planning and operational performance.
• Ability to troubleshoot data issues and collaborate across technical and operational teams.
• Strong written and verbal communication skills, with the ability to present insights clearly to varied audiences.

Preferred Qualifications

• Experience working with NiCE platforms (CXone, IEX, EEM, or related tools).
• Familiarity with call routing concepts, IVR logic, TFN management, and telephony architecture.
• Proficiency in reporting and visualization tools such as Excel, Power BI, Tableau, or similar.
• Experience supporting healthcare, insurance, or other regulated contact center environments.
• Exposure to workforce management concepts including forecasting, scheduling, and utilization modeling.

Education

• Bachelor’s degree in Business, Analytics, Information Systems, Operations Management, or a related experience.

Anticipated Weekly Hours

• 40

Time Type

• Full time

Pay Range

The typical pay range for this role is: $54,300.00 - $159,120.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Application Information

We anticipate the application window for this opening will close on: 06/01/2026. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.