Customer Care, Supervisor, Remote

Job Description

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:

This is a Remote Work From Home Position

Customer Care Supervisors serve as the first line of leadership for frontline, customer-facing colleagues. The Supervisors must continuously lead, coach, assess and adapt in an ever-changing contact center environment.

The role is an entry-level leadership opportunity within the Customer Care call center, in which Supervisors manage teams of 16 to 30 colleagues.

Supervisors must be tactical as well as strategic in evaluating, managing, and building their teams. In the role, Supervisors may be called upon to manage blended teams, inclusive to leading representatives who serve various lines of business and clients as well as onsite and virtually blended teams. This role requires an understanding of how to shift from serving as a tactical ?supervisor? to being an influential and motivating leader.

Supervisors must be strong influencers and leaders, must proactively engage their staff as well as proactively resolve conflict to produce results, increase colleague engagement and achieve optimal performance. The role is also responsible for monitoring adherence to policies and compliance, assessing company policies and taking action where needed, as well as developing performance plans to develop as well as counsel their colleagues.

Some primary responsibilities include managing time and attendance, schedule adherence and payroll needs, as well as coaching and developing their teams, achieving monthly call quality, and monitoring goals, problem solving in a variety of ways, building positive and productive team culture, and working collaboratively with their peers on projects. Successful individuals will understand how to manage the day-to-day as well as strategically and can efficiently work cross-functionally. The role may interface with clients and Senior leadership as needed.

Additional Responsibilities: Working on special projects as assigned by leaders such as interim or stretch roles for personal growth opportunities, collaboration, and support during Welcome Season, and providing support to other departments as needed.

We are seeking Supervisors who are intrinsically motivated, enthusiastic, and experienced in developing with a Growth Mindset, handling sensitive conversations confidently and empathetically, who are committed to building high performing, efficient and resilient teams.

Required Qualifications

1. Minimum of 1 year Supervisor Experience

2. Regular and predictable attendance

3. Colleague completes and complies with all required training essential to job

4. Colleague must be proficient in Microsoft Office including Outlook, Word, Excel, and PowerPoint

Preferred Qualifications

1. Excellent Oral and Written Communication

2. Strong Knowledge of PBM processes and procedures

3. Exceptional leadership skills

4. Proven ability to translate business strategy into directions, plans, and measurable objectives

5. Responsible for overall direction, coordination, evaluation, and achievement of customer care goals

6. Conducts necessary follow-up with clients and plan participants to ensure customer satisfaction

7. Confers with other personnel to recommend changes to avoid recurring customer complaints

8. 1 Year Call Center Supervisor Experience

Education

H.S. Required

Associates or Bachelor’s Preferred

Pay Range

The typical pay range for this role is:

$40,600.00 – $83,400.00

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company?s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (?PTO?) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution