Workforce Scheduling Analyst
Job Description: • Creating and adjusting schedules to align staffing levels with service level goals • Managing off-phone activity requests (e.g., meetings, training, one-on-ones) to minimize impact on service delivery • Onboarding new hire schedules into NICE IEX and maintaining accurate schedule data • Reviewing and processing schedule change requests in a timely and accurate manner • Participating in staffing review and IDP meetings to report on past performance, current trends, and future forecasts • Providing subject matter expertise in NICE IEX, NICE Employee Engagement Manager (EEM), Intradiem, and Five9 • Identifying opportunities to streamline scheduling processes and enhance workflow efficiency • Supporting Workforce Management-related projects and initiatives across multiple sites • Collaborating in a virtual, multi-site environment to support CVS Caremark operations nationwide • Building and maintaining strong working relationships with employees and leaders across various business lines and locations Requirements: • 2+ years Workforce Management experience in a multi-site environment • Ability to work extended hours including evenings, weekends, and holidays • Proficiency utilizing Microsoft Excel for data analysis • Excellent analytical, written, and verbal skills • Strong presentation skills to deliver recommendations to senior operational leaders • Preferred Qualifications: • Proficiency utilizing NICE IEX workforce management software, NICE Employee Engagement Manager, and Intradiem • Experience utilizing Five9 and Aceyus for contact center management and reporting • Bachelor's Degree Benefits: • Affordable medical plan options • 401(k) plan (including matching company contributions) • Employee stock purchase plan • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs • Confidential counseling and financial coaching • Paid time off • Flexible work schedules • Family leave • Dependent care resources • Colleague assistance programs • Tuition assistance • Retiree medical access Apply tot his job