Sr Analyst, Sales Call Center

CVS Health • Springfield, IL

7d

About The Position

As a Senior Analyst, Strategy in the Sales Call Center, your role will be to provide programmatic support by conducting analyses, owning high visibility reports, and assisting with strategic conversations. As a Senior Analyst, a core skill will also be working cross functionally across teams and communicating with a diverse set of team members and leadership.

Requirements

• Education: Bachelor's degree preferred
• Experience: 2-4 years prior relevant experience
• Proficiency in Excel and Google Suite required
• Interest, experience, and/or passion for healthcare and value based care
• Experience leveraging data / analytics to solve problems
• Effective and flexible team player
• High level of organization and attention to detail
• Experience collaborating on multiple projects simultaneously
• Analytical and strategic thinker who is intellectually curious
• Quick learner comfortable ambiguity and imperfect data
• Strong written and verbal communication skills
• Interest in actively seeking feedback to empower professional development
• US work authorization
• Someone who embodies being “Oaky”

Nice To Haves

• Experience in management consulting, banking or call center analytics preferred
• Experience with other data analytics tools (e.g., Alteryx, DataIku), data visualization tools (e.g., Tableau, PowerBI), and/or SQL a plus
• Experience with call center technologies, including CRM (Salesforce), telephony systems (CXOne, Five9) and Speech Analytics tools (Qualtrics)

Responsibilities

• Drive strategic analyses & develop data-driven insights
• Build and analyze large-scale datasets to identify trends, connect operational action to financial impact, and surface key insights for improving patient outcomes and engagement
• Communicate analytical insights clearly across various levels of the organization, from regional leadership to C-suite level executives
• Own reporting to support workstreams
• Co-produce reporting structures with business owners that display the highest impact metrics that are most actionable and accessible for end users
• Maintain high-visibility tools and dashboard to enable field and central leaders to better understand programmatic KPI performance
• Technology implementation and troubleshooting
• Collaborate with IT to lead troubleshooting for major technology systems, including CRM (Salesforce) and telephony system (CXOne and Five9)
• Support leadership with implementing new technologies to support agents and supervisors that will improve performance
• Manage key sales enablement initiatives
• Administer monthly sales incentive program in collaboration with sales leadership, Finance and HR
• Administer quarterly team restructuring to optimize performance against major KPIs
• Identify ongoing process improvement opportunities to streamline workload and automate standard processes
• Other duties as assigned

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