**This role can potentially be a remote based role**
CVS Health has an outstanding opportunity for a Vendor Management - Advisor.
In this role you will have oversight of the day to day operation of the Specialized Member Support Team within the Customer Care / Enrollment Operations organization; inclusive of responsibility for call forecasting and planning, staffing requirements, call quality, productivity and member satisfaction metrics. Additionally, management of call monitoring and adherence for the Care Organization will be a key responsibility.
Building strong working relationships and delivering on individual commitments will be critical to the success of this role. You should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations.
-Ensuring the most efficient use of call center staffing resources to meet customer demands, 7 days a week, in an effort to ensure objective answer time results are achieved across all intervals.
-Monitoring performance and compliance of established Workforce Planning & Analysis processes and procedures.
-Developing and implementing contingency staffing models as well as coordinating with workforce analysts and call center managers across sites to identify opportunities for service improvements and cost efficiencies.
-Implementing best practices in workforce management across all sites to ensure consistent processes and procedures.
-Driving a culture of root cause analysis with a focus on removing inefficiencies from processes.
-Leading operational meetings to assess performance, training readiness and completion, daily shrinkage plan, and impacts to real time adjustments and changes.
-Supporting recruiting, and hiring resources across the footprint.
-Conducting ad-hoc analysis and managing reporting and metrics as it relates to developing, analyzing and producing daily, weekly and monthly reports to assess current trends relative to driving day to day business decisions. Providing insightful reports and updates to leadership by leveraging data and sound analysis.
-Working collaboratively with groups across various geographies and time zones, including but not limited to Senior Leadership, Operations & Finance, to coordinate timelines to meet Senior Management and Corporate deliverables. Partnering with these groups to provide value-add analysis to the business leaders.
-3+ years experience managing vendor performance, contractual SLAs, invoicing and other aspects of the client-supplier relationship.
-3+ years of experience leading in a Call Center environment (healthcare experience preferred).
-3+ years experience utilizing WFM tools such as I-360, IEX, eWFM
-Knowledge of Six Sigma Principles
-Project Management / Contact Center buildout experience.
-Attention to detail; strong drive to ensure the integrity of underlying data & reports.
-Strong communication and presentation skills.
-Ability to multitask and prioritize within a fast paced environment.
-Strong PC skills, including Excel & other MS Office applications
-Experience with Avaya CMS manager, call forecasting and Metrics analysis
Bachelors degree or equivalent experience may be considered.
It's a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or email@example.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.
Apply on company website