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 adherance 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.
The typical pay range for this role is:
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
3+ years customer service experience; preferably in call center environment
1. Regular and predictable attendance
2. Colleague will be required to work extended work week when needed
3. Colleague will be required to travel when needed
4. Colleague completes and complies with all required training essential to job
5. Colleague must be proficient in Microsoft Office including Outlook, Word, Excel, and PowerPoint
Prior people leadership experience; preferably in a call center environment.
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. Proven ability to drive improvement in individual and team performance.
Associates or Bachelor's Preferred
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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.
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CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.