The Senior Reporting Consultant will be primarily responsible for running daily, weekly, monthly and adhoc reports providing trends or opportunities in relation to hierarchy, call recording, and headcount forecasting. Working lockstep with manager and supervisor maintaining call recording projects, tasks and responsibilities. Systems currently include Nice, Mattersight, Verint & different ticket systems. The SR Consultant will also manage projects with dependencies with call recording projects internally to ensure business requirements are identified and delivered. This includes but not limited to attending daily meetings provide status updates to members of the CRS team. Identifying concerns or dependencies needing to be addressed with the projects. The SR Consultant will handle forecasting estimates for both budgeting and capacity needs. Scheduling work times for coordinators for both project tasks, and daily job duties. Ownership of the project portfolio for CRS and the ability to create project request forms and driving them to through the submission process. The SR Consultant needs to be able to proactively lead consultants, supervisors and team members through projects and initiatives.
At least 3 years of related experience
Regular and predictable attendance
Advanced Data/Issue Analysis skills
Experience in creating and distributing reports
Required to work overtime/extended work week when applicable
Advanced skills in Access & Excel
Strong written and oral communications skills
Ability to work multiple projects in parallel
Willingness and ability to adapt to changing circumstances and adjust schedule to meet company priorities and expectations
Telephone systems (VoIP & TDM). Avaya programs, and system backends
SQL, VBA, SharePoint
Experience in headcount forecasting
Experience in project management
High School Diploma or General Equivalent Development (GED)-Required
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. 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.
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