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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.

Position Summary

The Verint Workforce Planning Analyst will partner with other team members to support all initiatives for the Verint I360 application. This role will serve as a business application support for the Verint Suite. This individual will partner with our business units to make recommendations for best practices. They will be part of a team that assists in the build out of organizations by completing administrative functions within the Verint tool. They will be responsible for development and revision of standard operating procedures and processes based on long term tactical priorities.

This role will partner with cross functional teams and vendors to develop and execute on plans and strategies to strategize, navigate, and lead changes, serve as SME on all key projects that involve the Verint I360 application, and must display mastery knowledge of application.

Required Qualifications

Knowledge of:

• 3-5 years’ Workforce Management tool experience and system knowledge (such as Avaya CMS, Avaya Predictive Dialer, Verint I360, Aspect Ewfin)

• At least wo years in a high volume customer service environment with workforce management/resource planning experience.

• Knowledge of staff planning, workload distribution and trend analysis.

• Strong communication, presentation and interpersonal skills, which includes experience communicating with customers to discuss and implement strategic solutions.

• Attention to detail; strong drive to ensure the integrity of underlying data and reports.

• Strong PC skills, including Excel & other MS Office applications.

Skill In:

• Verint I360 or like systems

• Strong presenter skills as well as Excel and PowerPoint skills.

• Requires in-depth knowledge and specific experience on workforce management applications in both contact center and back-office environments.

• Demonstrate Project Management knowledge

• Demonstrated knowledge of testing and training process

• Technical troubleshooting

• Excellent communication

• Time management

Ability To:

• Perform different levels of system testing this can include, but not limited to troubleshooting, QA, & UAT

• Ability to solve complex problems and interpret challenges. Resulting in recommendation to improve products, processes or application service.

• Manage multiple priorities in parallel

• Strong written and oral communications skills

• Self-motivated to work independently with minimal to no guidance.

• Strong critical thinking, analytical skills, judgment and decision-making skills.

• Mastery in using sophisticated analytical thought to identify innovative solutions.

• Proven to work concurrently on multiple efforts with aggressive timelines.

• Ability to independently drive change and be a decision maker.

• Conduct research and apply broad perspective and exercise keen judgment to provide recommendations to the business.

Preferred Qualifications

Knowledge of:

• 5+ years’ Work Force Management experience and system knowledge Verint I360 preferred

• Experience in PBM workforce management solutions and operations (contact center and back-office solutions)

Skill in:

• Small scale Project Management experience 200+ seats

• Operations queues and call routing data feed creation and configuration

Education

• High School Diploma or General Equivalent Development (GED)

• Bacholer Degree (preferred)

Pay Range

The typical pay range for this role is:

$43,888.00 - $102,081.60

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 01/11/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. 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.