Workforce Scheduling Analyst

<p style="text-align:left">At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.</p><p style="text-align:inherit"></p><p style="text-align:left">As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.</p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><b>POSITION SUMMARY</b>:</p><p></p><p><span>The Workforce Scheduling Analyst is responsible for developing and maintaining schedules that consistently meet interval-level service commitments across all contact center skills, 24/7. This role ensures optimal staffing by analyzing current workforce efficiencies against forecasted requirements and proactively identifying risks.</span></p><p></p><p><i><span>Key responsibilities include:</span></i></p><ul><li><span>Creating and adjusting schedules to align staffing levels with service level goals.</span></li><li><span>Managing off-phone activity requests (e.g., meetings, training, one-on-ones) to minimize impact on service delivery.</span></li><li><span>Onboarding new hire schedules into NICE IEX and maintaining accurate schedule data.</span></li><li><span>Reviewing and processing schedule change requests in a timely and accurate manner.</span></li><li><span>Participating in staffing review and IDP meetings to report on past performance, current trends, and future forecasts.</span></li><li><span>Providing subject matter expertise in NICE IEX, NICE Employee Engagement Manager (EEM), Intradiem, and Five9.</span></li><li><span>Identifying opportunities to streamline scheduling processes and enhance workflow efficiency.</span></li><li><span>Supporting Workforce Management-related projects and initiatives across multiple sites.</span></li><li><span>Collaborating in a virtual, multi-site environment to support CVS Caremark operations nationwide.</span></li></ul><ul><li><span>Building and maintaining strong working relationships with employees and leaders across various business lines and locations.</span></li></ul><p></p><p><b>Responsibilities % Time</b></p><ul><li>30% Develop agent schedules and provide ongoing recommendations to ensure optimal interval-level staffing based on forecasted demand.</li><li>30% Manage and optimize schedule change requests and coordinate off-</li><li>15% Administer and maintain agent PTO records, aligning time-off allocations with seasonal staffing trends.</li><li>15% Audit and update agent profile data within NICE IEX to ensure accuracy and consistency.</li><li>10% Deliver ad hoc reports and schedule analyses, support special projects (e.g., schedule bidding, PTO bidding, holiday planning), and present insights to senior operations leaders.</li></ul><p></p><p></p><p><b>Required Qualifications:</b></p><ul><li>2+ years Workforce Management experience in a multi-site environment.</li><li>Ability to work extended hours including evenings, weekends, and holidays.</li><li>Proficiency utilizing Microsoft Excel for data analysis.</li><li>Excellent analytical, written, and verbal skills</li><li>Strong presentation skills to deliver recommendations to senior operational leaders.</li></ul><p></p><p><b>Preferred Qualifications: </b></p><ul><li>Proficiency utilizing NICE IEX workforce management software, NICE Employee Engagement Manager, and Intradiem.</li><li>Experience utilizing Five9 and Aceyus for contact center management and reporting.</li><li>Bachelor's Degree</li></ul><p></p><p><b>Education</b></p><p>High School Diploma</p><p></p><p><b>PHYSICAL REQUIREMENTS:</b></p><ul><li>Long Periods of sitting Talking on the telephone for extended periods of time Using a computer for extended periods Reading a computer screen</li><li>Position is work from home; dedicated workspace required capable of utilizing multiple extended monitors</li></ul><p></p><p><br> </p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b><span>Anticipated Weekly Hours</span></b></p>40<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Time Type</b></p>Full time<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Pay Range</b></p><p style="text-align:left">The typical pay range for this role is:</p><p style="text-align:inherit"></p>$43,888.00 - $76,500.00<p style="text-align:inherit"></p><p style="text-align:left">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. <br> </p><p style="text-align:left">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.</p><p style="text-align:inherit"></p><p style="text-align:left"><b>Great benefits for great people</b></p><p style="text-align:inherit"></p><p style="text-align:left">We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:</p><ul><li><p style="text-align:left"><b>Affordable medical plan options,</b> a <b>401(k) plan </b>(including matching company contributions), and an <b>employee stock purchase plan</b>.</p></li><li><p style="text-align:left"><b>No-cost programs for all colleagues </b>including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</p></li><li><p style="text-align:left"><b>Benefit solutions that address the different needs and preferences of our colleagues</b> including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.</p></li></ul><p style="text-align:inherit"></p><p style="text-align:left">For more information, visit <a href="https://jobs.cvshealth.com/us/en/benefits" target="_blank" rel="noopener noreferrer"><span class="WJQ0"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">https://jobs.cvshealth.com/us/en/benefits</span></span></a></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>We anticipate the application window for this opening will close on: 10/28/2025<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left">Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</p>