Supervisor, Customer Service (Fully Remote)

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

• Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to providers.
• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
• Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
• Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
• Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
• Develops and maintains 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 ensures regulatory compliance.
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals.
• Builds a cohesive team that works well together.
• Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.

Required 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 pviot tables from raw data
• High speed internet access (25 mbps or higher)
• Router located in a place where you could set up and work with a direct connection (NOT WI-FI) (ethernet cord directly from computer to router). We provide a 6 ½ foot long ethernet cord, if the distance is further, you will be required to provide your own ethernet cable

Preferred Qualifications

• Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote and QuickBase
• Project Management
• LEAN Six Sigma methodology and experience