Manager, Call Center Customer Service

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 Do you want to make a large impact in your next role? Join CVS Health as the Manager of Call Center Customer Service with our Retail Customer Care division.
As the Manager, you will play a pivotal role in the operational success of the Over-the-Counter Health Solutions, ExtraCare, and CarePass lines of business.
Your leadership will directly contribute to the achievement of performance guarantees, service levels, and customer satisfaction.
If you are passionate about developing others, driving results, and building high-performing teams, this is an exciting opportunity to make a substantial impact.
Responsibilities Team Leadership Lead a team of front-line supervisors and dedicated agents Manage performance, resolve colleague relations issues, and ensure the achieve of performance guarantees.
Colleague Engagement Drive colleague engagement initiatives to create a positive work environment Support leadership and colleague development Issue Resolution Act as the point of contact for escalated customer issues that require managerial intervention Conduct thorough investigations and collaborate with relevant departments to provide swift and effective resolutions Conduct comprehensive root cause analyses for escalated issues, working closely with relevant teams to address underlying problems Propose and implement preventive measures to minimize the recurrence of escalated issues Operational Excellence Oversee the operational execution of Over-the-Counter Health Solutions, ExtraCare, and CarePass Monitor and coach supervisors in quality, productivity, and overall work performance Regularly review existing processes and procedures related to customer interactions, and identify areas for improvement to enhance efficiency, accuracy, and customer satisfaction Collect and analyze customer feedback to identify trends and areas for improvement Training and Development Collaborate with the training team to develop and implement training programs that equip colleagues with the most up-to-date information Ensure ongoing training sessions to keep colleagues (i.
e.
, internal and vendor) informed about changes in products, services, and procedures Conduct regular assessments to identify new hire, refresher, and continuous learning training needs for both internal and vendor colleagues Coordinate training plan and scheduling with the learning and development and workforce management teams for both internal and vendor teams Support the implementation of new systems and processes Cross-Functional Collaboration Work closely with other departments, including Digital, IT, Workforce Management, Training, Knowledge & Quality, and Product Owners to implement and communicate process improvements.
Collaborate with Vendor Management and third-party vendors to achieve and maintain performance goals; and to actively resolve customer concerns and escalations.
Foster a collaborative environment where cross-functional teams work together to achieve common goals This position will report to the Lead Director, Service & Benefits.
Required Qualifications 3+ years of exceptional leadership & collaboration skills 3+ years of proven experience in a managerial role leading other People Leaders, preferably within a customer service or retail environment 3+ years' experience in customer service operations 3+ years of demonstrated leadership experience in managing Contact Center operations on a large scale in a highly competitive multi-unit environment 3+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies Ability to travel up-to-25% Preferred Qualifications Expertise in Healthcare, Medicare, Managed Care Organizations, or Customer Service Previous demonstrated experience in managing a geographically and functionally diverse team Excellent supervisory skills, including customer service skills Strategic thinker with a focus on continuous improvement Excellent time management and organizational skills Communication and leadership skills in leading and motivating a growing and changing service operation Strong quantitative/analytical skills and project management skills Strong verbal and written communication skills and ability to communicate with all levels of the organization Experience adapting to change, perform critical analysis, plan, organize and evaluate effectively Experience with sharing performance feedback to employees Proficiency in Windows and MS Office Suite Bilingual in Spanish Education Bachelor's degree and/or equivalent experience in Business, Management, or related field.
Master's degree preferred Pay Range The typical pay range for this role is: $54,300.
00 - $117,000.
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 ColleagueRelations@CVSHealth.
com 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.