Manager, Reporting & Insights – Service Operations

CVS Health

. Produce and maintain recurring contact center performance reporting on a daily, weekly, and monthly basis .

Posted 10/7/2026full-timeUnited StatesMid-LevelSenior💰 $66,330 - $145,860 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced expertise in Power BI for dashboard development, data modeling, and performance reporting, while ensuring data integrity and providing actionable insights in a high-volume contact center environment. Proficient in SQL and ETL processes, with a strong ability to communicate effectively with both technical and non-technical stakeholders.

Highest-signal resume keywords

Advanced Power BI ExpertiseStrong SQL SkillsExperience with ETL and Reporting InfrastructureContact Center Reporting ExperienceHealthcare Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Power BI Dashboard DevelopmentData ModelingDAX CalculationsSQL Server Management StudioData Integrity TestingReconciliationAd Hoc QueriesAnalytics Enablement ToolsAdvanced Excel SkillsMicrosoft Analysis Services

Soft Skills

Clear CommunicationFollow-Through in Support Workflow

Tools & Technologies

Google Cloud PlatformSSISAPM/AspectFive9DataikuAlteryx

Industry Keywords

Contact Center Performance MetricsWorkforce Management ConceptsHigh-Volume EnvironmentPerformance ReportingOperational Insights

Tech Stack

Tools & technologies

CloudETLGoogle Cloud PlatformSQLSSIS

About the role

Key responsibilities & impact

Produce and maintain recurring contact center performance reporting on a daily, weekly, and monthly basis
Develop, maintain, and optimize Power BI dashboards, reports, and data models
Provide operational leaders with timely, actionable insights and consistent performance measurement across the contact center
Perform data integrity testing and reconciliation; investigate variances and drive root-cause troubleshooting to resolution
Monitor trends and anomalies, including volume shifts, service-level risk, and handle-time movement
Translate trends and anomalies into concise insights and recommended actions
Support performance routines, scorecards, and operating cadences
Ensure metrics are consistent, definitions are documented, and reporting is reliable
Validate and reconcile metrics feeding incentive programs
Execute or coordinate recovery steps for data-load failures and reporting disruptions
Partner with Technology/DBA teams on reporting infrastructure and pipeline support, including job monitoring and issue triage
Provide end-user support and training for reporting access and usage; resolve support cases through closure
Support strategic initiatives, including gamification

Requirements

What you’ll need

Advanced Power BI expertise, including dashboard and report development, data modeling, DAX calculations, visualization best practices, report performance optimization, and translating business requirements into actionable reporting solutions
Experience with ETL and reporting infrastructure, including SQL Agent jobs and SSIS
Hands-on experience working in Google Cloud Platform (GCP) data environments
Strong SQL skills with SQL Server Management Studio (SSMS)
Microsoft Analysis Services experience
Experience with ad hoc queries for investigation and support
Ability to validate data and reconcile across sources
Demonstrated experience in reporting, analytics, business operations, or production data support in a high-volume environment
Proven ability to perform reconciliation, troubleshoot data issues, and maintain high standards for data integrity
Ability to communicate clearly with technical and non-technical partners, with strong follow-through in a support workflow
Comfort supporting occasional off-hours or weekend work for scheduled releases and upgrades
Experience in a large contact center environment, including familiarity with common performance metrics and Workforce Management concepts and tools
Experience with contact center reporting and performance tools, such as APM/Aspect, Five9, or similar platforms
Healthcare experience
Experience with analytics enablement tools, such as Alteryx or Dataiku
Advanced Excel skills
Familiarity with Power BI administration, governance, deployment pipelines, or enterprise reporting environments
Bachelor's degree, or equivalent experience

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program in addition to base pay
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being, based on eligibility