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Job Information

CVS Health Workforce Management Supervisor in Lincoln, Rhode Island

Job Description

CVS Health has an incredible new opportunity to join the Call Center Management team in Lincoln, RI as a Workforce Management (WFM) Supervisor. This position collaborates with the Contact Center management team on initiatives to support overall operations while improving team performance.

In this role, you will oversee business targets, measure agent performance, identify opportunities and make recommendations to best achieve and exceed Key Performance Indicators (KPI) for the Contact Center as a whole and each representative. You will evaluate statistical data from the various systems, research delta’s and recommend performance and efficiency improvement processes. You will work closely with the key stakeholders to validate Contact Center assumptions based on historical data, and stay informed regarding Contact Center initiatives.

As the Workforce Management Supervisor, your role is to manage your Workforce Management Team and provide training, coaching and development to analysts, as well as recruiting, hiring and managing resources across all sites. To be successful in the role, you will manage team engagement and develop strategies utilizing the WFM tools such as IEX, eWFM to ensure optimal skilling, shrinkage utilization, as well as partner with operations to drive continual improvement with representative behaviors and call handling metrics. You will look at past data to provide forecasted workload, changes, assumptions and inputs, along with solutions-oriented support for the team and escalate discrepancies in data to management with recommendations for action. You will be responsible for creating and maintaining the process and procedures for all Workforce Management job functions as well as the procedures for initiatives within the Contact Center. Additional responsibilities of this role include proactively analyzing data and making recommendations/ decisions based on data regarding real time actions, meeting scheduling, and other offline requests.

We are seeking someone to work from home temporarily from Monday through Friday between 8:00am to 6:00pm. Once our policies allow, this will be an onsite position in Lincoln, RI.

We offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a wide-ranging list of supplemental benefits and discount programs.  In addition to sixteen paid days off for employees, we also offer ten paid holidays.

Required Qualifications

  • 3+ years of Supervisory experience within Call Center Business Operations or Workforce Management

Preferred Qualifications

  • Aspect Software experience

  • SQL database management experience

  • Bachelor's Degree within Business or Statistics

Education

  • Verifiable high school diploma or GED

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

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