Operations Reporting and Insights Analyst – Aspect Performance Management (APM)

CVS Health • Prior Lake, VT

1d

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 Contact center performance depends on trusted reporting and fast, actionable insights. The Contact Center Reporting and Insights Analyst supports the ongoing reliability of contact center performance reporting by monitoring data quality, investigating and resolving data issues across multiple source feeds, and producing recurring reporting and insights that help leaders see what’s happening, why it’s happening, and what to do next. The analyst partners closely with Workforce Management, Operations, and Technology/DBA teams and supports platform releases and upgrades as needed.

Requirements

• Strong SQL skills with SQL Server Management Studio (SSMS) and Microsoft Analysis Services experience (ad hoc queries for investigation and support; ability to validate data and reconcile across sources)
• Demonstrated experience in reporting, analytics, business operations, or production data support in a high-volume environment
• Proven ability to perform reconciliation, troubleshoot data issues, and maintain high standards for data integrity
• Ability to communicate clearly with both technical and non-technical partners; strong follow-through in a support workflow
• Comfort supporting occasional off-hours/weekend work for scheduled releases/upgrades

Nice To Haves

• Experience in a large contact center environment, including familiarity with common performance metrics and WFM concepts/tools
• Experience with contact center reporting and performance tools (e.g., APM/Aspect, Five9 or similar platforms)
• Experience with ETL/reporting components (e.g., SQL Agent jobs, SSIS) and/or cloud data environments (e.g., GCP)
• Experience with analytics enablement tools (e.g., Alteryx, Dataiku) and strong Excel skills

Responsibilities

• Produce and maintain recurring contact center performance reporting (daily/weekly/monthly) with strong data quality and clear storytelling
• Perform frequent data integrity testing and reconciliation; investigate variances and drive root-cause troubleshooting to resolution
• Monitor trends and anomalies (e.g., volume shifts, service level risk, handle time movement) and translate them into concise insights and recommended actions
• Support performance routines (e.g., scorecards, operating cadences) by ensuring metrics are consistent, definitions are documented, and reporting is reliable
• Ensure reporting accuracy and stability for metrics that feed into incentive programs by executing frequent validation and reconciliation checks
• Execute and/or coordinate recovery steps for data load failures and other reporting disruptions to restore accurate reporting quickly
• Partner with Technology/DBA teams on reporting infrastructure and pipeline support, including job monitoring and issue triage
• Provide end-user support and training for reporting access and usage; resolve support cases through to closure
• Support strategic initiatives, i.e. Gamification (using game-like mechanics to motivate and reinforce goal performance, progress tracking, and recognition.

Benefits

• This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
• Additional details about available benefits are provided during the application process and on Benefits Moments.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed