Operations Support Analyst

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

The Operations Support Analyst is responsible for delivering high‑quality customer support by handling inbound calls and providing accurate, timely information. This dedicated position will support the inbound Fox Corporation call queue, serving as the first point of contact for Fox members and ensuring their needs are resolved with professionalism and efficiency. In this call‑center capacity, the Analyst is responsible for managing a consistent flow of incoming calls, actively listening to member concerns, and providing clear guidance or resolutions.

The Analyst must maintain strong adherence to service‑level agreements, quality standards, and confidentiality requirements while delivering a positive and seamless member experience. In addition to daily call center responsibilities, this role supports departmental and cross‑functional initiatives by coordinating and executing project tasks, documenting progress, and ensuring project deliverables are completed on schedule. This‑dual focus role requires strong communication skills, attention to detail, and the ability to balance real‑time service demands with structured project work.

• Respond to inbound calls and inquiries with professionalism, accuracy, and efficiency.

• Troubleshoot customer issues and provide appropriate resolution or escalation.

• Document call interactions, outcomes, and follow‑up actions in Incedo.

• Meet or exceed established service‑level expectations (AHT, quality, productivity, etc.).

• Maintain up‑to‑date knowledge of products, services, policies, and system updates.

• Support project managers and business leaders by completing assigned project tasks on time.

• Assist with gathering data, preparing reports, and tracking project milestones.

• Coordinate with cross‑functional teams to ensure smooth execution of project activities.

• Document processes, create job aids, and assist with change‑management communications.

• Help identify workflow improvements and contribute to continuous improvement initiatives.

• 2+ years experience in a call center, customer service, or operations support role.

• 2+ years working with CRM systems, contact‑center tools, and productivity software (e.g., Outlook, Teams, Excel).

• Strong verbal and written communication skills.

• Ability to multitask and balance time‑sensitive customer interactions with project deadlines.

• Demonstrated organizational and problem‑solving abilities.

• Ability to work both independently and collaboratively.

• Experience in healthcare or behavioral health settings.

• Prior experience assisting with business operations or project coordination.

• Familiarity with project management tools (e.g., Planner, Trello, Asana, Smartsheet).

• Knowledge of process mapping, documentation, or continuous improvement practices.

• Associate's degree or equivalent experience

40

Full time

The typical pay range for this role is:

$21.10 - $44.99

This 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.

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.

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues…