Supervisor, Call Center Policy Holder Services

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

A Brief Overview
Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of customer service representatives, monitoring service quality and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

What you will do

• Advises team members on performance goals to ensure that individual and team targets are being met or exceeded.
• Analyzes call recordings, customer feedback, and service level agreements to identify customer service areas that may need improvement.
• Assists managers with the hiring, training, and coaching of the customer service team to improve departmental capabilities.
• Coaches less experienced staff on customer service procedures and sales pitches to enable the delivery of high-quality services.
• Coordinates training programs for customer service representatives in order to develop their product knowledge, problem-solving techniques, and conflict-resolution skills.
• Defines the scope of customer service initiatives and organizes collaborations between sales, operations, and marketing departments to ensure a seamless customer experience.
• Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys.
• Educates cross-functional teams on how to integrate technology innovations to enhance customer service processes.
• Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes.

For this role you will need Minimum Requirements

• 3-5 years of customer service or related work experience.
• Experience working in team-based, collaborative environments.
• Ability to plan, execute, and deliver on goals.
• Basic knowledge of business intelligence and data-driven decision making.
• Strong problem-solving and decision-making skills
• Demonstrated growth mindset, including adaptability and continuous learning.

Preferred Requirements

• Supervisory or team-lead experience in customer service
• Experience coaching or training customer service representatives
• Familiarity with customer service software (CRM or call center platforms)
• Experience using dashboards, KPIs, or service performance metrics
• Background in process improvement or customer experience initiatives
• Strong communication skills with experience partnering across departments (Sales, Operations, Marketing)

Education

• Post secondary /high school education or specialized training, i.e., technical/vocational programs.

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $85,068.00

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

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