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 at least 16 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 in order 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.
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.
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
Associates or Bachelors degree
Verifiable high school diploma, GED, or equivalent
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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