Manager, Contact Center Operations – Insights

CVS Health

Telephony & Workforce Insights Analyst supporting data-driven insights in Contact Center Operations at CVS Health. Focus on workforce KPIs and telephony analytics for operational improvements.

Posted 5/20/2026full-timeRemote • Massachusetts, Ohio, Oklahoma • 🇺🇸 United StatesJuniorMid-Level💰 $54,300 - $159,120 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Provide Telephony & Routing Analytics Support across inbound, outbound, and IVR call flows.
Maintain and monitor key workforce and telephony KPIs to inform short- and long-term capacity models, including handle time, utilization, shrinkage, and volume trends.
Manage and support the flow of telephony and interaction data from NiCE platforms into Enterprise Data Analytics environments.
Identify, investigate, and resolve data discrepancies between telephony platforms, workforce systems, and downstream reporting.
Execute ad hoc reporting requests to support leadership inquiries, operational reviews, and cross-functional initiatives.
Deliver Workforce & Operational Insights by analyzing agent performance, volume patterns, and routing outcomes to surface risks and opportunities.
Support TFN, IVR, and Telephony Structure by validating routing logic, number assignments, hours of operation, and queue configuration.
Proactively flag routing anomalies, call distribution issues, or performance irregularities and partner with Operations, Technology, and Platform teams on remediation.
Contribute to documentation of data definitions, KPI logic, and telephony reporting standards to promote consistency and transparency.

Requirements

What you’ll need

2–4 years of experience in contact center analytics, workforce management, telephony reporting, or operational analytics.
Strong analytical skills with experience working with large datasets and translating findings into clear insights.
Experience supporting KPI maintenance related to capacity planning and operational performance.
Ability to troubleshoot data issues and collaborate across technical and operational teams.
Strong written and verbal communication skills, with the ability to present insights clearly to varied audiences.
Preferred Qualifications: Experience working with NiCE platforms (CXone, IEX, EEM, or related tools).
Familiarity with call routing concepts, IVR logic, TFN management, and telephony architecture.
Proficiency in reporting and visualization tools such as Excel, Power BI, Tableau, or similar.
Experience supporting healthcare, insurance, or other regulated contact center environments.
Exposure to workforce management concepts including forecasting, scheduling, and utilization modeling.

Benefits

Comp & perks

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
other resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center analyticsworkforce managementtelephony reportingoperational analyticsKPI maintenancedata troubleshootingcall routing conceptsIVR logicTFN managementutilization modeling

Soft Skills

analytical skillscollaborationwritten communicationverbal communicationpresentation skills