It is a new day in healthcare and you are at the forefront of leading a team that will provide service for that change.
The Customer Service Supervisor will provide leadership and guidance to Customer Care Staff as well as evaluate, interview, hire, and manage the team.
Primary responsibilities include Coaching and Developing the team. This individual will be responsible for assisting in the development of the team and department as the business evolves and must have the ability to work independently and as part of a team.
Overall Daily Tasks Include
1. Day to Day Operations: Daily tasks such as monitoring team attendance, reviewing and pulling team statistics. This also includes hiring and managing performance of new hires as well as the current team. Other examples include compiling monthly, semi-annual, and yearly performance reviews for employees to discuss performance and manage to those performance outliers. Providing consistent feedback through delivery of positive feedback using the employee recognition portal as well as addressing performance concerns via corrective action.
2. Coaching and Development of Team: Providing feedback to the team in an effort to foster growth and development. This goal is achieved by call reviews to ensure quality assurance, side by side coaching, coaching sessions, 1 on 1 meetings, shadowing opportunities, stretch roles, and other opportunities as available by location. Supervisor will work with team individuals to identify strengths and opportunities and work through those using SMART Goals and Action plans in an effort to identify opportunities available for representatives and help them achieve their goals. Thoughts surrounding succession planning for the team and representative should be on the forefront.
3. Cross Team Collaboration: Working with other teams such as Resource Planning, Leave of Absence, and Time and Attendance amongst others to ensure outcomes of required reporting and goals are being completed in a timely fashion.
4. Assume 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.
This supervisor will be responsible for closing the call center working a schedule of 1:30 pm-10:00 pm Tuesday
*1+ years of call center supervisory experience
*Excellent Oral and Written Communication.
*Exceptional leadership skills.
*Proven ability to translate business strategy into directions,
plans, and measurable objectives.
*Pharmacy experience preferred but not required.
*Strong Knowledge of PBM processes and procedures.
High school diploma or equivalent required.
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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