Aspect Performance Management Project Manager

This is a fully remote position, open to applicants in Illinois, +4 more states.

📋 Description

• Generate and sustain daily, weekly, and monthly performance reports for the contact center.

• Create, maintain, and enhance Power BI dashboards, reports, and data models.

• Conduct data integrity testing and reconciliation, investigate discrepancies, and address root causes.

• Observe performance trends and anomalies, providing clear insights and recommended actions.

• Assist in scorecards and operational cadences by ensuring uniform metrics and documented definitions.

• Validate and reconcile metrics that contribute to incentive programs.

• Coordinate the recovery from data-load failures and disruptions in reporting.

• Collaborate with Technology/DBA teams on reporting infrastructure, job monitoring, and issue triage.

• Offer end-user reporting support and training while resolving support cases to completion.

• Assist in strategic initiatives such as gamification, progress tracking, and recognition.

⛳️ Requirements

• Proficiency in Power BI, encompassing dashboard and report development, data modeling, DAX calculations, visualization best practices, performance optimization, and translating business requirements into reporting solutions.

• Experience with ETL and reporting infrastructure, including SQL Agent jobs and SSIS.

• Practical experience in Google Cloud Platform data environments.

• Strong SQL capabilities using SQL Server Management Studio (SSMS).

• Experience with Microsoft Analysis Services, including ad hoc investigations and support queries.

• Proven experience in reporting, analytics, business operations, or production data support within a high-volume setting.

• Experience in performing reconciliation, troubleshooting data issues, and maintaining data integrity.

• Effective communication skills with both technical and non-technical stakeholders and strong follow-through in support workflows.

• Willingness to work occasional off-hours or weekends for scheduled releases and upgrades.

• Experience in a large contact center environment is preferred.

• Familiarity with contact center performance metrics and Workforce Management concepts and tools is preferred.

• Experience with APM/Aspect, Five9, or similar platforms is preferred.

• Healthcare experience is preferred.

• Experience with Alteryx or Dataiku, advanced Excel, and Power BI administration, governance, deployment pipelines, or enterprise reporting environments is preferred.

• Bachelor's degree or equivalent experience.

• Master's degree in a quantitative field or MBA is preferred.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to the base salary range.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources for supporting physical, emotional, and financial well-being.