Business Compliance - Senior Coordinator
About The Position
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 The Senior Coordinator Business Compliance (SCBC) will be primarily responsible for running daily, weekly, monthly and on demand reports, providing trends or opportunities within relation to hierarchy and call recording. The SCBC Coordinator will analyze reporting data to identify and prevent issues for call recording, with a general understanding of how the IT architecture works for programs including VoIP/TDM call center phones, Nice, Mattersight, Verint and ticket systems. The SCBC Coordinator will also manage call recording projects internally to ensure business requirements are identified and delivered. This includes, but not limited to, attending daily meetings with status updates, testing overnight, coordinating testers, identifying concerns or dependencies needing to be addressed with operations teams and providing project scope details to the SCBC team for production integration.
Requirements
- 1 year of experience and required computer skills: Proficiency in Microsoft Office Suite: Access, Excel, PowerPoint, Word, Outlook.
- 1 year experience communicating with internal/external associates, teams and business leaders.
- Minimum of 1 year experience with root cause analysis: proactively ask the right questions, gather and analyze data, identify and solve problems that arise with little or no precedent and with a sense of urgency.
- Minimum of 2 years experience within a call monitoring environment.
- Experience in rapidly adjusting priorities to meet changing business requirements and to prioritize tasks in an environment with goals that sometimes conflict.
- Overall comprehension on how the IT architecture works regarding phone switches and call recording solution, including VoIP/TDM call center phones, Nice, Mattersight, Verint and/or comparable ticket systems.
Nice To Haves
- Associates or Bachelor Degree
Responsibilities
- Running daily, weekly, monthly and on demand reports, providing trends or opportunities within relation to hierarchy and call recording.
- Analyzing reporting data to identify and prevent issues for call recording.
- Managing call recording projects internally to ensure business requirements are identified and delivered.
- Attending daily meetings with status updates.
- Testing overnight.
- Coordinating testers.
- Identifying concerns or dependencies needing to be addressed with operations teams.
- Providing project scope details to the SCBC team for production integration.
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
- CVS Health bonus, commission or short-term incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
