Manager, Advanced Analytics - Call Center Workforce Management (Fully Remote)

at  CVS Health

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

POSITION SUMMARY

The Manager, Advanced Analytics serves as a data science application developer for the Analytics Team. The primary responsibilities include the development, implementation, & analysis of labor staffing, workload inputs, ETL Automation, application development & root cause analysis. The position is accountable for the cross-platform analytics which includes linear and nonlinear modelling, statistical analysis, and big data analytics. Big data analytics will entail structured, semi-structured, and unstructured data sets in addition to machine learning modeling, tuning, and scaling. The Manager partners with business unit leaders on cost & growth initiatives for the enterprise that drive customer and colleague experience.

Primary Job Responsibilities:

• Serves as the data science expert/ primary interface with Business Unit Leadership & Finance partners on operational impacts. assesses and leads projects to analyze risks and costs, develop user interfaces, and enhance report delivery and automation.
• Utilizes advanced programming languages (SQL, Python, R) to develop business unit analytic packages and dashboards to operationalize, optimize, and automate multiple components including performance-based automated skilling, schedule performance, & agent performance. Leads in the collecting, analyzing, and implementing of the organization’s technology (A.I.) implementation plans.
• Design, develop, administer, and automate advanced reporting suites and visualizations. Provides peer to peer support as Power BI lead developer. Additionally, the manager is responsible for both standard and ad hoc analytics and projects related to workforce planning and consolidated reporting.
• Coordinate the data information flow through various data architectures such as Teradata and Oracle for the RCC forecast and budget processes and be a trust partner for operational leaders. Accountable for the validation of data, infrastructure, user support, problem solving, & testing.

REQUIRED QUALIFICATIONS

• 2+ years of experience in a business analytics role or similar
• 2+ years of experience with various programming languages (e.g., SQL, Python, Teradata)
• 2+ years of demonstrated advanced Excel report development (e.g., advanced formulas, Power Pivot, charts and graphs, VBA & Macros, etc.)
• Superior critical thinking and analytical problem-solving skills
• Excellent written and verbal communication skills

PREFERRED QUALIFICATIONS

• College Degree in related field preferred (Quantitative Analysis, Mathematics, Data Science)
• A.I./Machine Learning validation, testing and parameter tuning
• Experience in data architecture with the ability to write scalable, production-level code within Teradata/Snowflake environments
• Data visualization development experience (Ex: Tableau or Power BI)
• Demonstrated experience with Correlation Analysis
• Demonstrated advanced Excel report development (e.g., Advanced Formulas, Power Pivot, Charts and Graphs, VBA & Macros, etc.)
• Demonstrated experience with steering Business Unit Level ROI analysis & dissemination designed for executive level leadership (VP & above)

EDUCATION

Bachelor’s degree or equivalent relevant experience

• Serves as the data science expert/ primary interface with Business Unit Leadership & Finance partners on operational impacts. assesses and leads projects to analyze risks and costs, develop user interfaces, and enhance report delivery and automation.
• Utilizes advanced programming languages (SQL, Python, R) to develop business unit analytic packages and dashboards to operationalize, optimize, and automate multiple components including performance-based automated skilling, schedule performance, & agent performance. Leads in the collecting, analyzing, and implementing of the organization’s technology (A.I.) implementation plans.
• Design, develop, administer, and automate advanced reporting suites and visualizations. Provides peer to peer support as Power BI lead developer. Additionally, the manager is responsible for both standard and ad hoc analytics and projects related to workforce planning and consolidated reporting.
• Coordinate the data information flow through various data architectures such as Teradata and Oracle for the RCC forecast and budget processes and be a trust partner for operational leaders. Accountable for the validation of data, infrastructure, user support, problem solving, & testing