Manager Business Analytics

Job DescriptionThe Verint Workforce Planning Manager will partner with other team members to lead and drive all initiatives for the Verint I360 application. This role will serve as a business application and technical support lead for the Verint Suite. This individual will serve as a technical expert and will make recommendations to the business for best practices. They will lead implementation efforts including project management functions, data feed mappings, profile builds, and assist in the development and revision of standard operating procedures and processes based on long term tactical priorities. Responsibilities will also include monitoring the health of the application through maintenance coordination with IT Partners, testing application functions post update and patch installation, and contributing to defining standards, best practices, potential new functionality and guidelines to align system solutions. The role will serve on a team which operates as a primary single source contact and will have responsibility for user access and permissions through the creation and maintenance of security profiles. This role will partner with cross functional teams and vendors to develop and execute on plans and strategies to strategize, navigate and lead changes, serve as SME on all key projects that involve the Verint I360 application, and must display mastery knowledge of application.Pay RangeThe typical pay range for this role is:Minimum: 60,300Maximum: 126,600Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications Full knowledge of Verint I360 Product Suite 5 years' Workforce Management tool administration experience and system knowledge Experience working in a complex contact center environment Skill In: Verint I360 or like systems Comprehensive IT skill set & terminology. Strong presenter skills as well as advanced Excel and PowerPoint skills. Requires advanced specialized expertise and focus on system performance, reliability and maintainability. Requires in-depth knowledge and specific experience on workforce management applications in both contact center and back-office environments. Translates field operational needs to IT so efficient solutions can be applied. SQL coding skills and Cognos report studio experience MS Office Excel + Access ODBC, VBA, and advanced Macro skills Large scale Project Management experience 1000+ seats Managing a remote workforce in a network environment Operation queues and call routing data feed creation and configuration Demonstrated knowledge of testing and training process Technical troubleshooting Excellent communication Time managementAbility To: Requires advanced specialized expertise and focus on system performance, reliability and maintainability. Perform different levels of system testing this can include, but not limited to troubleshooting, QA, & UAT Ability to solve complex problems and interpret challenges. Resulting in recommendation to improve products, processes or application service. Manage multiple priorities in parallel Strong written and oral communications skills Self-motivated to work independently with minimal to no guidance. Strong critical thinking, analytical skills, judgment and decision-making skills. Mastery in project management and leadership ability to lead complex projects, teams and drive projects/initiatives proactively. Ability to be a corporate subject matter expert who can explain the value proposition and technical topics to those without a technical background. Mastery in using sophisticated analytical thought to identify innovative solutions. Proven to work concurrently on multiple efforts with aggressive timelines. Requires advanced specialized expertise in designing, troubleshooting and building system processes to support system performance. Ability to independently drive change and be a decision maker. Conduct research and apply broad perspective and exercise keen judgment to provide recommendations to the business.COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications 5+ years' Work Force Management experience and system knowledge Verint I360 preferred Experience in PBM workforce management solutions and operations (contact center and back-office solutions) Knowledge of other large scale workforce management systems such as IEX Totalview, Aspect eWFMSkill in: Large scale Project Management experience 5000+ seats Hyperion reports and Essbase experience required Operations queues and call routing data feed creation and configurationEducationHighschool/GED - RequiredAssociates or Bachelor's degree - PreferredBusiness OverviewBring your heart to CVS HealthEvery 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-11-01