Experienced Customer Service Supervisor - Transforming Healthcare through Exceptional Service Delivery (Fully Remote)

Bringing Our Heart to Every Moment of Your Health at CVS Health At CVS Health, we're driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle is at the core of our commitment to delivering enhanced human-centric healthcare in a rapidly evolving world. Our brand is anchored in 'heart,' and we're dedicated to making healthcare more personal, convenient, and affordable. As a Customer Service Supervisor, you'll play a pivotal role in transforming our culture and accelerating our ability to innovate and deliver solutions that make a meaningful difference in people's lives. About the Role We're seeking an experienced Customer Service Supervisor to lead our customer service team in delivering exceptional service to providers. As a supervisor, you'll be responsible for overseeing the overall supervision of customer service employees, driving member/provider satisfaction, retention, and growth by efficiently delivering competitive services. This is a fully remote opportunity, allowing you to work from the comfort of your own home while making a significant impact on our organization. Key Responsibilities Develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork to deliver excellent customer service. Be visible and available to staff to answer questions, monitor calls, and provide ongoing feedback. Utilize available incentive programs to reward, recognize, and celebrate team and individual successes. Assess individual and team performance regularly and provide candid and timely feedback regarding developmental and training needs, including completion of monthly and annual scorecards. Monitor all performance measures, such as daily stats and schedule adherence, and allocate resources to meet volume and performance demands. Develop and maintain 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 ensure regulatory compliance. Attract, select, and retain high-caliber, diverse talent able to successfully achieve or exceed business goals. Build a cohesive team that works well together. Act as a liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions. Essential Qualifications To succeed in this role, you'll need: 3-5 years of Call Center Experience, with a proven track record of delivering exceptional customer service. 1-3 years of Supervisory Experience in a highly transactional organization, where you've led teams and driven results. 1+ year of data analysis experience working in Microsoft Excel, with the ability to create charts and pivot tables from raw data. High-speed internet access (25 mbps or higher) and a router located in a place where you can set up and work with a direct connection (NOT WI-FI) (ethernet cord directly from computer to router). Preferred Qualifications While not required, the following skills and experience will give you a competitive edge: Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase. Project Management experience, where you've led projects and driven results. LEAN Six Sigma methodology and experience, demonstrating your ability to drive process improvements. Education A High School Diploma is required for this role. Skills and Competencies To excel as a Customer Service Supervisor, you'll need: Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and stakeholders. Strong leadership and coaching skills, with the ability to motivate and develop team members. Analytical and problem-solving skills, with the ability to analyze data and drive business decisions. Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities. Career Growth Opportunities and Learning Benefits At CVS Health, we're committed to helping you grow and develop your skills. As a Customer Service Supervisor, you'll have access to: Comprehensive training programs, designed to help you succeed in your role. Career development opportunities, where you can advance your career and take on new challenges. Mentorship and coaching, from experienced leaders who can guide you on your journey. Work Environment and Company Culture As a fully remote employee, you'll have the flexibility to work from home while still being connected to our vibrant company culture. We're committed to: Fostering a culture of inclusion and diversity, where everyone feels valued and respected. Promoting work-life balance, through flexible work arrangements and generous time-off policies. Recognizing and rewarding outstanding performance, through various recognition programs and incentives. Compensation, Perks, and Benefits We offer a competitive compensation package, including: A base salary range of $40,600 - $75,000, depending on experience and qualifications. Eligibility for a CVS Health bonus, commission, or short-term incentive program. A comprehensive benefits package, including medical, dental, and vision coverage. A 401(k) retirement savings plan and Employee Stock Purchase Plan. Numerous well-being programs, education assistance, and free development courses. A CVS store discount and discount programs with participating partners. Paid Time Off (PTO) and paid holidays throughout the calendar year. Join Our Team If you're a motivated and experienced Customer Service Supervisor looking to make a meaningful difference in healthcare, we want to hear from you. Apply now to join our team and be part of a dynamic organization that's transforming the healthcare landscape. We're committed to creating a diverse and inclusive work environment, and we're proud to be an equal opportunity employer. Apply for this job