We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
Contact center performance depends on trusted reporting and fast, actionable insights. The Contact Center Reporting and Insights Analyst supports the ongoing reliability of contact center performance reporting by monitoring data quality, investigating and resolving data issues across multiple source feeds, and producing recurring reporting and insights that help leaders see what’s happening, why it’s happening, and what to do next. The analyst partners closely with Workforce Management, Operations, and Technology/DBA teams and supports platform releases and upgrades as needed.
Key Responsibilities
- Produce and maintain recurring contact center performance reporting (daily/weekly/monthly) with strong data quality and clear storytelling
- Perform frequent data integrity testing and reconciliation; investigate variances and drive root-cause troubleshooting to resolution
- Monitor trends and anomalies (e.g., volume shifts, service level risk, handle time movement) and translate them into concise insights and recommended actions
- Support performance routines (e.g., scorecards, operating cadences) by ensuring metrics are consistent, definitions are documented, and reporting is reliable
- Ensure reporting accuracy and stability for metrics that feed into incentive programs by executing frequent validation and reconciliation checks
- Execute and/or coordinate recovery steps for data load failures and other reporting disruptions to restore accurate reporting quickly
- Partner with Technology/DBA teams on reporting infrastructure and pipeline support, including job monitoring and issue triage
- Provide end-user support and training for reporting access and usage; resolve support cases through to closure
- Support strategic initiatives, i.e. Gamification (using game-like mechanics to motivate and reinforce goal performance, progress tracking, and recognition.
Required Qualifications
- Strong SQL skills with SQL Server Management Studio (SSMS) and Microsoft Analysis Services experience (ad hoc queries for investigation and support; ability to validate data and reconcile across sources)
- Demonstrated experience in reporting, analytics, business operations, or production data support in a high-volume environment
- Proven ability to perform reconciliation, troubleshoot data issues, and maintain high standards for data integrity
- Ability to communicate clearly with both technical and non-technical partners; strong follow-through in a support workflow
- Comfort supporting occasional off-hours/weekend work for scheduled releases/upgrades
Preferred Qualifications
- Experience in a large contact center environment, including familiarity with common performance metrics and WFM concepts/tools
- Experience with contact center reporting and performance tools (e.g., APM/Aspect, Five9 or similar platforms)
- Experience with ETL/reporting components (e.g., SQL Agent jobs, SSIS) and/or cloud data environments (e.g., GCP)
- Experience with analytics enablement tools (e.g., Alteryx, Dataiku) and strong Excel skills
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$54,300.00 - $159,120.00This 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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
