Manager, Business Intelligence - Call Center Workforce Management

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 Manager, Business Intelligence – Call Center Workforce Management serves as a data science analytics lead for the Retail Customer Care Workforce Management Team which encompasses inbound, outbound, and digital customer interactions. The primary responsibilities include the development, implementation, & analysis of labor staffing, workload inputs, ETL automation, application development & root cause analysis. The position is accountable for the cross-platform analytics which includes data governance, database design oversight, linear and nonlinear Machine Learning model development, statistical analysis, and big data analytics. Big data analytics will entail structured, semi-structured, and unstructured data sets from Large Language Models and Neural Networks which will require advanced technical skill sets. They will drive a culture of output ownership, inspection, and root cause analysis, with a focus on removing variation from the system and removing defects from processes. The Manager will work in a fast-paced, dynamic, and changing environment, with the flexibility to immediately adapt to shifting priorities and demands.

Primary Duties and Responsibilities:

• Utilizes advanced programming languages (Ex: SQL, Python, R) and ML models to develop business unit analytic packages and dashboards to operationalize, optimize, and automate multiple components including performance-based automated skilling, schedule performance, & agent performance. Leads in the collecting, analyzing, and implementing of the organization’s (A.I.) implementation roadmap.
• Partner with the analytics team on emerging technologies such as LLM, ANNs, and other Machine Learning advancements, prioritize workload, and maintain overall team Roadmap and deliverable commitments.
• Assesses and leads projects to analyze risks and costs, develop user interfaces, and enhance report delivery and automation

Required Qualifications

• 3+ years Workforce Management ROI analysis and business case development experience
• 3+ years demonstrated knowledge of programming languages (Ex: Python, SQL, or R)
• 2+ years of experience in at least one or more project management discipline(s)

Preferred Qualifications

• College degree in related field (Quantitative Analysis, Mathematics, Data Science or similar)
• Master’s degree
• Demonstrated knowledge and experience with advanced Prompt Engineering for Large Language Models (LLM), Artificial Neural Networks (ANNs), and Data Governance
• A.I./Machine Learning validation, testing and parameter tuning
• Experience utilizing Wrike Intake Management software
• Data visualization development experience (Ex: Tableau or Power BI)
• Demonstrated experience with Correlation Analysis
• Demonstrated advanced Excel report development (e.g., Advanced Formulas, Power Pivot, Charts and Graphs, VBA & Macros, etc.)
• Demonstrated experience with steering Business Unit Level ROI analysis & dissemination designed for executive level leadership (VP & above)

Education

Bachelor’s degree in business analytics, mathematics, or similar field or equivalent relevant work experience

Pay Range

The typical pay range for this role is:

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 jobs.CVSHealth.com/benefits

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.