Experienced Remote Call Center Supervisor for Minute Clinic – Leadership Role in Customer Service and Team Management

Introduction to CVS Health and the Role

CVS Health is a leading healthcare company that is dedicated to bringing heart to every moment of its customers' health. With a strong purpose of delivering human-centric healthcare, CVS Health is looking for an experienced and compassionate leader to join its team as a Remote Call Center Supervisor for Minute Clinic. This role is an exceptional opportunity for a customer-focused and results-driven individual to lead a team of contact center agents and contribute to the company's mission of making healthcare more personal, convenient, and affordable.

Role Overview

The Remote Call Center Supervisor will be responsible for the personnel and operational management of a team of approximately 15-25 contact center agents who support Minute Clinic patients. The successful candidate will have a strong background in customer service, leadership, and team management, with the ability to drive performance, identify trends, and coach and develop agents to achieve exceptional results. This role reports directly to the Call Center Operations Manager and offers a competitive salary and benefits package.

Key Responsibilities

• Lead and manage a team of contact center agents to achieve exceptional customer service and operational results
• Coach and develop agents to improve performance, address skill gaps, and enhance customer experience
• Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement
• Develop and implement strategies to drive performance, efficiency, and quality in the call center
• Oversee the consistent application of policy and procedures and ensure compliance with regulatory requirements
• Manage day-to-day call center operations, including advanced customer and issue escalations for contingent staff and vendors
• Collaborate with other teams and stakeholders to achieve business objectives and improve customer experience

Essential Qualifications

To be successful in this role, the candidate will have:

• At least 2 years of customer service experience, preferably in a contact center environment
• At least 2 years of leadership experience, with a proven track record of leading and managing teams
• A high school diploma or equivalent; a bachelor's degree is preferred
• Strong communication, interpersonal, and problem-solving skills, with the ability to multitask and work in a fast-paced environment
• Demonstrated proficiency in using Microsoft Office tools, including PowerPoint, Word, and Excel

Preferred Qualifications

The ideal candidate will also have:

• At least 1 year of prior supervisor experience in a contact center environment
• Experience with call routing and workforce management tools
• Previous experience in handling escalations and resolving problems in a customer-facing environment
• Medical Assistant or Medical Billing experience, with a strong understanding of healthcare operations and regulations
• Bilingual candidates are preferred, with the ability to communicate effectively with diverse customer populations
• A strong analytical mindset, with the ability to analyze data, identify trends, and develop insights to inform business decisions

Skills and Competencies

The successful candidate will possess a range of skills and competencies, including:

• Strong leadership and team management skills, with the ability to motivate and develop agents
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, agents, and stakeholders
• Strong problem-solving and analytical skills, with the ability to identify trends, opportunities, and areas for improvement
• Ability to work in a fast-paced environment, with a strong focus on customer experience and operational results
• Strong technical skills, with the ability to use a range of software applications and tools, including Microsoft Office and contact center technology

Career Growth Opportunities and Learning Benefits

CVS Health is committed to the growth and development of its employees, with a range of opportunities for career advancement and professional development. The successful candidate will have access to:

• Comprehensive training and onboarding programs, with a focus on customer service, leadership, and team management
• Ongoing coaching and development, with regular feedback and performance evaluations
• Opportunities for career advancement, with a range of roles and responsibilities across the organization
• Access to a range of learning and development programs, including online courses, workshops, and conferences

Work Environment and Company Culture

CVS Health is a dynamic and inclusive organization, with a strong focus on diversity, equity, and inclusion. The company is committed to creating a positive and supportive work environment, with a range of benefits and perks, including:

• A competitive salary and benefits package, with a range of options for health, dental, and vision insurance
• A flexible and remote work environment, with the ability to work from home and balance work and life responsibilities
• A range of employee recognition and reward programs, with opportunities for bonuses, incentives, and other benefits
• A strong focus on diversity, equity, and inclusion, with a range of initiatives and programs to support underrepresented groups

Compensation, Perks, and Benefits

The compensation package for this role includes a competitive salary, with a range of $40,560 to $83,400 per year, depending on experience and qualifications. The company also offers a range of benefits and perks, including:

• A comprehensive health and wellness program, with access to fitness classes, health coaching, and other resources
• A range of employee recognition and reward programs, with opportunities for bonuses, incentives, and other benefits
• A flexible and remote work environment, with the ability to work from home and balance work and life responsibilities
• A strong focus on diversity, equity, and inclusion, with a range of initiatives and programs to support underrepresented groups

Conclusion

If you are a motivated and customer-focused individual, with a passion for leadership and team management, we encourage you to apply for this exciting opportunity. As a Remote Call Center Supervisor for Minute Clinic, you will have the chance to make a real difference in the lives of customers, while developing your skills and advancing your career in a dynamic and inclusive organization. Don't miss out on this opportunity to join the CVS Health team and bring your heart to every moment of our customers' health.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team, and we are committed to creating a positive and supportive work environment that values diversity, equity, and inclusion. Apply today and take the first step towards an exciting and rewarding career with CVS Health!