At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Company: Oak Street Health

About the Role:

As a Workforce Management Senior Analyst, you'll optimize operational efficiency through advanced scheduling and strategic workforce planning. This mid-level role requires strong analytical skills, proficiency in WFM tools, and the ability to translate data into actionable insights for improved service and resource allocation.

• Create and maintain employee schedules to ensure we have the right coverage for our business needs.

• Analyze historical and current data to forecast workload and staffing needs accurately.

• Prepare regular and ad hoc reports to identify trends and support data-driven decision-making.

• Monitor staffing levels in real time and help make adjustments to maintain service levels.

• Coordinate and manage shift bids, vacation requests, and schedule changes fairly and transparently.

• Support scheduling of team meetings, coaching sessions, and other planned activities.

• Help administer our telephony system (e.g., manage agent skills, priorities, and routing rules) to optimize call flow and customer experience.

• Collaborate closely with Operations leaders to understand staffing needs, constraints, and upcoming business changes.

• Train and support junior team members on scheduling processes and tools.

• Participate in projects and process improvements to make our scheduling and workforce processes more efficient.

Qualifications:

• Bachelor's degree preferred in Business, Analytics, Operations Management, or a related field

• Experience in a contact center environment, operations support, reporting, data analysis, or related administrative role.

• Strong analytical skills with the ability to work with data and generate insights.

• Interest in learning workforce management and telephony administration tools (e.g., NICE IEX, other WFM systems).

• Strong organizational skills with the ability to handle multiple priorities.

• Clear and effective communication and collaboration skills.

• Proficiency with Microsoft Office Suite, especially Excel.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.