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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, Contact Center Operations & Insights - **Company:** CVS Health - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $54,300.0 - $159,120.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Data Analysis, Big Data, Information Systems, Routing, Power BI, Tableau (Software), Enterprise Data Management, Performance Monitor - **Published:** May 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d28a67ab2a51e9dc ## About the Role Do you have experience in Telecommunications network performance monitoring?, Do you have a Bachelor's degree?, * 2-4 years of experience in contact center analytics, workforce management, telephony reporting, or operational analytics. * Strong analytical skills with experience working with large datasets and translating findings into clear insights. * Experience supporting KPI maintenance related to capacity planning and operational performance. * Ability to troubleshoot data issues and collaborate across technical and operational teams. * Strong written and verbal communication skills, with the ability to present insights clearly to varied audiences. Preferred Qualifications * Experience working with NiCE platforms (CXone, IEX, EEM, or related tools). * Familiarity with call routing concepts, IVR logic, TFN management, and telephony architecture. * Proficiency in reporting and visualization tools such as Excel, Power BI, Tableau, or similar. * Experience supporting healthcare, insurance, or other regulated contact center environments. * Exposure to workforce management concepts including forecasting, scheduling, and utilization modeling., Bachelor's degree in Business, Analytics, Information Systems, Operations Management, or a related experience. ## Description We are seeking a highly analytical and detail-oriented Telephony & Workforce Insights Analyst to support Contact Center Operations through data-driven insights, platform analytics, and routing transparency. This role focuses on telephony and routing analytics, workforce-related KPIs, and proactive identification of data and routing anomalies. The ideal candidate brings strong analytical rigor, technical curiosity, and the ability to translate complex data into actionable operational insights., * Provide Telephony & Routing Analytics Support across inbound, outbound, and IVR call flows. * Maintain and monitor key workforce and telephony KPIs to inform short- and long-term capacity models, including handle time, utilization, shrinkage, and volume trends. * Manage and support the flow of telephony and interaction data from NiCE platforms into Enterprise Data Analytics environments. * Identify, investigate, and resolve data discrepancies between telephony platforms, workforce systems, and downstream reporting. * Execute ad hoc reporting requests to support leadership inquiries, operational reviews, and cross-functional initiatives. * Deliver Workforce & Operational Insights by analyzing agent performance, volume patterns, and routing outcomes to surface risks and opportunities. * Support TFN, IVR, and Telephony Structure by validating routing logic, number assignments, hours of operation, and queue configuration. * Proactively flag routing anomalies, call distribution issues, or performance irregularities and partner with Operations, Technology, and Platform teams on remediation. * Contribute to documentation of data definitions, KPI logic, and telephony reporting standards to promote consistency and transparency. ## Related Videos - [Alibaba Big Data and Machine Learning Technology](https://www.wearedevelopers.com/videos/37-alibaba-big-data-and-machine-learning-technology) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Data Analytics with Microsoft Fabric: End-to-End Use Case with Data Agents](https://www.wearedevelopers.com/videos/1547-data-analytics-with-microsoft-fabric-end-to-end-use-case-with-data-agents) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [6 Emerging Technologies We’ll Learn About in 2025](https://www.wearedevelopers.com/magazine/381-6-emerging-technologies-we-ll-learn-about-in-2025)