CVS Health

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Customer Care Performance Analytics Vendor Management Sr. Advisor

at CVS Health

Posted: 6/29/2020
Job Reference #: 1298658BR
Keywords: management

Job Description

Job Description
Are you looking for a position with a purpose? CVS Health has an opening for a Sr. Advisor, Customer Care Vendor Management, who will direct a team to understand volume and performance drivers, trends in contact center representative support needs, and changing customer information requests. This Senior Advisor will manage team efforts to identify gaps in business intelligence and tap into new data streams that yield insight into opportunities for improvement. They will ensure effective and measurable communication through analyses, reports and direct interaction with partners, management and business partners. Data analysis and deep dives will be completed in areas which will include but not be limited to Quality, Customer Happiness, Coaching, Grievances /CTM, call drivers, disconnection reports, Vendor reporting, missed locked/service level performance, data feeds, weekly vendor footprint and CMS quarterly test calls. This role will also perform work on interpersonal projects when assigned. Work with Sr. Director to plan strategy around key performance indicators (KPI’s) and monitor its success.
Join the company helping people on their path to better health! Our organization offers a competitive benefit package including vacation and holiday paid time off, health/dental/vision insurance, work/life balance, employee discounted stock purchase program, 401K, tuition reimbursement, and employee discounts at all CVS stores!
Position can be located anywhere in US (near an airport).

Required Qualifications
* At least 5 years of formal management experience leading a team
* Must be able to travel 25%. Travel may require international and domestic flights, overnight stays, travel on short notice and other travel deemed necessary by the Company

Preferred Qualifications
* Experience managing an operation with a focus on Healthcare, specifically Med D call center experience
* Vendor/ outsourcing knowledge
* Ability to identify processes, functions, and procedures requiring improvement, then develop and execute appropriate solutions
* Continuous improvement methodologies such as Six Sigma
* Good analytical skills including performance trending and root cause analysis

Bachelor’s Degree; MBA preferred

Business Overview
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.

At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country’s health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at

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. Please note that we only accept applications for employment via this site.

We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout, contact the Modern Hire Help Desk at 1-877-451-1695 or

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!