Workforce Scheduling Analyst

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Job Description:• Creating and adjusting schedules to align staffing levels with service level goals• Managing off-phone activity requests (e.g., meetings, training, one-on-ones) to minimize impact on service delivery• Onboarding new hire schedules into NICE IEX and maintaining accurate schedule data• Reviewing and processing schedule change requests in a timely and accurate manner• Participating in staffing review and IDP meetings to report on past performance, current trends, and future forecasts• Providing subject matter expertise in NICE IEX, NICE Employee Engagement Manager (EEM), Intradiem, and Five9• Identifying opportunities to streamline scheduling processes and enhance workflow efficiency• Supporting Workforce Management-related projects and initiatives across multiple sites• Collaborating in a virtual, multi-site environment to support CVS Caremark operations nationwide• Building and maintaining strong working relationships with employees and leaders across various business lines and locationsRequirements:• 2+ years Workforce Management experience in a multi-site environment• Ability to work extended hours including evenings, weekends, and holidays• Proficiency utilizing Microsoft Excel for data analysis• Excellent analytical, written, and verbal skills• Strong presentation skills to deliver recommendations to senior operational leaders• Preferred Qualifications:• Proficiency utilizing NICE IEX workforce management software, NICE Employee Engagement Manager, and Intradiem• Experience utilizing Five9 and Aceyus for contact center management and reporting• Bachelor's DegreeBenefits:• Affordable medical plan options• 401(k) plan (including matching company contributions)• Employee stock purchase plan• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs• Confidential counseling and financial coaching• Paid time off• Flexible work schedules• Family leave• Dependent care resources• Colleague assistance programs• Tuition assistance• Retiree medical access

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1. HOW DO YOU PLAN YOUR DAY?

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