Call Center Platform Administrator & Reporting Specialist

CVS Health • York, PA

7d

About The Position

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. 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. Position Summary Designs enterprise-wide or cross-functional solutions that address business challenges and impact organizational strategy, helping call center agents compete and serve customers efficiently. This role drives operational efficiency and customer experience through strategic technology initiatives, collaborating with teams to identify process improvements and integrate new solutions. The ideal candidate brings strong analytical skills, expertise in call center operations, and uses data insights to create innovative solutions that boost both satisfaction and efficiency. Provides day-to-day support with reporting and data reconciliation to ensure accuracy and consistency in operational metrics. Responsibilities also include overseeing agent skilling processes to ensure call center staff can handle calls appropriately. In addition, maintaining thorough and up-to-date system documentation is essential for supporting ongoing improvements and ensuring operational transparency. What you will do Assists in managing the day-to-day complex business consultation services to support the organization's goals and objectives. Assists with the implementation of updates to existing and net new functionality within integrated call center technology. Assists call center enablement team to manage, control and assesses the organization's IT assets (i.e., hardware and software) throughout their life cycle, from acquisition through final disposition. Design and execute daily reporting processes within DTC platforms. Supports all DTC teams with agent skilling assignments and updates. Documents system configurations as they evolve to meet business needs. Define Requirements for new functionality within call center technology to support multiple agent groups. Independently performs testing and design scenarios/projects to optimize performance of platforms. Performs ongoing system maintenance, research, problem resolution and on-call support, according to defined plans. Supports the department with effective auditing an data reconciliation processes. Confers internally and externally with clients and senior management regarding the organization's goals and objectives. Implements processes within the department ensuring compliance and continuous improvement. Helps establish and implement strategic review processes ensuring continuous improvement, compliance, and high-performance standards are upheld.

Requirements

• Proficiency in SQL, or similar database query language.
• Experience in Relational Database design and maintenance
• Experience in managing user access to cloud platforms
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Adept at collaboration and teamwork
• Mastery of problem solving and decision-making skills
• Mastery of growth mindset (agility and developing yourself and others) skills

Nice To Haves

• 3+ years of strong call center technology work experience
• Experience with NICE CXOne and/or SpiceX
• Experience in defining project requirements and test cases
• Experience in validating test cases
• Experience with NoSQL Databases such as MongoDB
• Medicare experience
• Specialized training in technology program management

Responsibilities

• Assists in managing the day-to-day complex business consultation services to support the organization's goals and objectives.
• Assists with the implementation of updates to existing and net new functionality within integrated call center technology.
• Assists call center enablement team to manage, control and assesses the organization's IT assets (i.e., hardware and software) throughout their life cycle, from acquisition through final disposition.
• Design and execute daily reporting processes within DTC platforms.
• Supports all DTC teams with agent skilling assignments and updates.
• Documents system configurations as they evolve to meet business needs.
• Define Requirements for new functionality within call center technology to support multiple agent groups.
• Independently performs testing and design scenarios/projects to optimize performance of platforms.
• Performs ongoing system maintenance, research, problem resolution and on-call support, according to defined plans.
• Supports the department with effective auditing an data reconciliation processes.
• Confers internally and externally with clients and senior management regarding the organization's goals and objectives.
• Implements processes within the department ensuring compliance and continuous improvement.
• Helps establish and implement strategic review processes ensuring continuous improvement, compliance, and high-performance standards are upheld.

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees