Call Center Analyst

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. Job Purpose and Summary: The Call Center Analyst (Level 107) role has evolved beyond traditional call center functions to become a strategic contributor within the logistics organization. This position is responsible not only for responding to inquiries from stores and distribution centers, but also for proactively analyzing call data to uncover trends, identify systemic issues, and drive operational improvements. The analyst leverages advanced tools-including Excel (with formulas and pivot tables), Thoughtspot, and Mainframe systems-to generate reports, conduct root cause analyses, and support data-driven decision-making.In addition to technical proficiency, the analyst plays a key role in cross-functional collaboration, working closely with field leadership, distribution centers, and internal stakeholders to resolve escalations and streamline processes. Responsibilities include developing and maintaining performance dashboards, contributing to SOP enhancements, and supporting modernization initiatives through strategic insight and continuous improvement efforts. The analyst also ensures that communication is proactive, clear, and aligned with enterprise goals, helping to foster a culture of accountability and innovation across the logistics network. Job Responsibilities:

• Ability to communicate clearly and professionally with stores, Distribution Centers, and field leadership.
• Proficiency in Microsoft Outlook, Excel, Access, and mainframe systems.
• Strong organizational skills to manage a personal work queue and meet productivity metrics.
• Regular and reliable attendance is required.
• Ability to perform additional tasks as directed by supervisor or manager.

Primary Job Duties & Responsibilities:

• Analyze Call Trends and Identify Systemic Issues - 30%
• Drive Process Improvement Initiatives - 30%
• Managing a work queue and closing claims - 20%
• Taking calls - 10%
• Create correspondence to Distribution Centers and assorted departments across multiple CVS Health corporate teams - 10%

Prior Relevant Work Experience :

• Minimum 1 year of experience working in a call center environment
• Minimum 1 year of technical or analytical experience utilizing tools such as Excel, SQL, ThoughtSpot, or Snowflake.

Preferred Qualifications:

• Familiarity with supply chain operations or logistics workflows.
• Prior experience in a customer service or call center environment.
• Demonstrated ability to identify process improvement opportunities.
• Strong problem-solving skills and comfort working in a cross-functional team.

Anticipated Weekly Hours
40Time Type
Full timePay Range

The typical pay range for this role is:$43,888.00 - $93,574.00This 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 peopleWe 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/benefitsWe anticipate the application window for this opening will close on: 01/18/2026Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Client-provided location(s): North Kingstown, RI

Job ID: CVS-R0778397

Employment Type: OTHER

Posted: 2025-12-02T19:43:02