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  

This position is responsible for overseeing the administration, maintenance, and integrity of the Workforce Management technology in the Retail Customer Care Center. This individual will support the contact center in ensuring appropriate setup and optimal usage of our Workforce Management technology through system administration and configuration. 

The Workforce Management Business Continuity Manager oversees incident and outage management.  This position will be on call for high impacting outages including bridge facilitation, contact center impacts and serves as a liaison between IT, Operations and Operations Support from initial report through issue resolution. This position is responsible for managing and streamlining the business continuity plan and process.

This role requires adaptability in a fast-paced and evolving work environment, where priorities and demands may change frequently.  Ability to think critically and communicate effectively to resolve issues and seek clarification as needed.

Responsibilities

• NICE IEX system administration

• Intradiem system administration

• Business Continuity planning

• Incident and outage management

Required Qualifications

• 5-7 years of Contact Center experience

• 3+ years of experience with NICE IEX

• Advanced proficiency in MS Office (Outlook, Word, Excel, and PowerPoint)

Preferred Qualifications

• Previous experience in process development

• Previous experience with Intradiem

Education

Bachelors degree or equivalent experience

Pay Range

The typical pay range for this role is:

$66,330.00 - $145,860.00

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 Benefits | CVS Health

We anticipate the application window for this opening will close on: 10/21/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.