Analyst Jobs

About The Position

Requirements

• 3-4 years of Call Center experience.
• 3-4 years of FMLA, State Leaves, Disability and HR experience.
• A strong commitment to Customer Service as exemplified by behaviors and disposition.
• Ability to work independently and as part of a team environment.
• Excellent written, verbal and listening skills to reflect a friendly, positive disposition.
• Demonstrated ability to maintain work in the strictest of confidence.
• Demonstrated ability to problem solve and apply critical thinking skills, including the ability to think analytically and creatively, under pressure, to solve problems.
• Strong organizational and data entry skills with a strict attention-to-detail.
• Ability to plan and prioritize workloads, both independently and in a team environment with minimal supervision.
• Demonstrated ability to think strategically and creatively toward continuous improvement of operations both technically and functionally.
• Ability to consistently and efficiently follow through on problems to provide resolution that is satisfactory to the customer.
• Demonstrated ability to multi-task while consistently meeting deadlines.
• Proficiency with MS Office Products.
• Regular and predictable attendance is required.

Nice To Haves

• Knowledge of call center applications such as IEX, Five9 and CMS is preferred.

Responsibilities

• Directly supervise a team of 15 to 20 Call Center Representative, Enterprise Absence Management to include selection, recognition, coaching and performance assessments.
• Support the Call Center Manager, Enterprise Absence Management in leading a delivery model that reflects empathy and care for our colleagues and fosters an environment where measurement, quality, and continuous improvement / best practices are valued and rewarded.
• Review and partner with Quality Assurance Specialists and Trainers to identify and collaborate on enhanced / improved training curriculums supporting an improved colleague experience.
• Ensure the Call Center is meeting or exceeding call center metrics around average speed of answer, abandoned rate, average handle time, call quality and other key metrics identified.
• Resolve tier II and tier III escalations from Call Center Representatives; gather colleague information, call colleague with resolution and document problem history / detail in Salesforce and / or myLeave.
• Recommend to the management team programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support a center of excellence.
• Assist Call Center Representatives with escalated issues to ensure unique circumstances are handled within the scope of federal, state, and company policies and raised proactively to management as needed for appropriate resolution.
• Collaborate with other Call Center Supervisors, Case Management and the Call Center Manager, Enterprise Absence Management to attend meetings with colleagues, leaders, or HRBPs as needed to resolve high level leave issues.
• Work with the Call Center Manager, Enterprise Absence Management and Workforce Data Analyst to manage workload and staffing, understand and predict workload changes and respond in advance to maintain consistent levels of colleague service.
• Provide mentoring, coaching and support to develop Call Center Representatives to prepare them for a career path within the Leave of Absence Department and / or the organization.

Benefits

• medical coverage
• dental coverage
• vision coverage
• paid time off
• retirement savings options
• wellness programs
• other resources, based on eligibility
• CVS Health bonus, commission or short-term incentive program