Contact Center Performance & Analytics Manager

CVS Health; Springfield (IL); On-site; USD 66,000 - 146,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

CVS Health in the United States is seeking a Contact Center Reporting and Insights Analyst to strengthen performance reporting across the contact center. You will monitor data quality, build Power BI dashboards and partner with Workforce Management, Operations, and Technology teams.

The role emphasizes recurring reporting (daily/weekly/monthly), data reconciliation, and delivering actionable insights to leaders to drive improvements.

Qualifications

• Advanced Power BI expertise including dashboard and data modeling and DAX calculations.
• Experience with ETL and reporting infrastructure, including SQL Server tools and cloud data environments.
• Strong SQL skills and ability to validate data across multiple sources.
• Proven track record in reporting, analytics, or data support in high-volume settings.

Responsibilities

• Produce and maintain recurring contact center performance reporting (daily, weekly, monthly).
• Develop, maintain, and optimize Power BI dashboards and data models for leaders.
• Perform data integrity testing, investigate variances, and drive resolutions.
• Monitor trends and translate findings into concise insights and actions.
• Support scorecards and reporting cadences with clear definitions and reliability.
• Validate reporting for incentive metrics and coordinate data-load recovery if needed.
• Collaborate with Technology/DBA on pipelines and job monitoring.
• Provide end-user training and resolve reporting support cases to closure.

Skills

Power BI

SQL

Data modeling

DAX calculations

Data quality

Storytelling

Off-hours support

Education

Bachelor's degree

Master's degree

Tools

SSMS

SSIS

SQL Agent

GCP

Power BI service

Job description

CVS Health in the United States is seeking a Contact Center Reporting and Insights Analyst to strengthen performance reporting across the contact center. You will monitor data quality, build Power BI dashboards and partner with Workforce Management, Operations, and Technology teams.

The role emphasizes recurring reporting (daily/weekly/monthly), data reconciliation, and delivering actionable insights to leaders to drive improvements.