Experienced Customer Service Supervisor – Remote Leadership Opportunity for a Dynamic Team
About Us
At CVS Health, we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple yet profound: Bringing our heart to every moment of your health. This guiding principle shapes our commitment to innovation, customer satisfaction, and employee empowerment. We believe that how we deliver our services is just as important as what we deliver, and that's why we've developed our Heart At Work Behaviors to support this purpose.Job Summary
We're seeking an experienced Customer Service Supervisor to lead our remote team in delivering exceptional customer experiences. As a key member of our organization, you'll be responsible for supervising Customer Service employees, driving member/provider satisfaction, retention, and growth, and fostering a culture of excellence and teamwork.Key Responsibilities:
- Develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork to deliver excellent customer service.
- Be visible and available to staff to answer questions, monitor calls, and provide ongoing feedback.
- Utilize available incentive programs to reward, recognize, and celebrate team and individual successes.
- Assess individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs.
- Monitor all performance measures, such as daily stats and schedule adherence, and allocate resources to meet volume and performance demands.
- Develop and maintain strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
- Remove barriers to job performance and ensure regulatory compliance.
- Attract, select, and retain high-caliber, diverse talent able to successfully achieve or exceed business goals.
- Build a cohesive team that works well together.
- Act as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
Requirements
To be successful in this role, you'll need:Essential Qualifications:
- 3-5 years of Call Center Experience
- 1-3 years of Supervisory Experience in a highly transactional organization
- 1+ years of data analysis experience working in Microsoft Excel with the ability to create charts and pivot tables from raw data
- High-speed internet access (25 mbps or higher)
- Router located in a place where you can set up and work with a direct connection (NOT WI-FI) (ethernet cord directly from computer to router)
Preferred Qualifications:
- Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase
- Project Management
- LEAN Six Sigma methodology and experience
- Education: HS Diploma
What We Offer
As a valued member of our team, you'll enjoy:Competitive Compensation:
The typical pay range for this role is $40,600.00 – $75,000.00, with the actual base salary offer depending on a variety of factors, including experience, education, geography, and other relevant factors.Benefits Package:
In addition to your compensation, you'll enjoy a comprehensive benefits package, including:- Medical, dental, and vision benefits
- 401(k) retirement savings plan
- Employee Stock Purchase Plan
- Term life insurance plan
- Short-term and long-term disability benefits
- Well-being programs
- Education assistance
- Free development courses
- CVS store discount
- Discount programs with participating partners