Call Center Supervisor (2nd Shift) - Fully Remote in ...

Job DescriptionMust Reside within 50 miles of Houston, TXThis position is for the After Hours Centralized Call Center. The second shift operates from 5pm - 3am EST on the weekdays and 24 hours on the weekends and holidays. Working on Saturdays, Sundays, and holidays is a requirement for this role. The team is based out of Arizona and Texas but operates in Eastern Time Zones.The Supervisor of Service Operations is responsible for the daily management and oversight of the Customer Service Representative. The Supervisor reports to the Sr. Manager, Service Operations.Below are key duties of the Supervisor. It is not an all-inclusive list of responsibilities.- Management of call performance with the objective of meeting contractual agreements on a monthly basis- Management of employees in a remote setting - Driving high results in NPS, Customer Satisfaction, and Post-Call Survey Offer Rates- Driving high Quality results- Consistent one-on-ones and team meetings with direct reports- Daily employee management to include attendance tracking, payroll, and other HR-related tasks- Enforcement of all company and department policies- Contribution and support during implementations of new business- Assist with the delivery of remedial training as needed- Commute to the office in the event of technical problems - Drive high results in employee engagement, morale, and satisfactionRequired Qualifications- Work will be remote. Must live within 50 miles of our Houston location in the event of technical issues- Salary Range Negotiable based on experience-Two years of experience in managing others-Two years of leadership in a call center setting-Two years of managing standard call center phone metrics- High proficiency with standard call center applications and systemsCOVID RequirementsCOVID-19 Vaccination RequirementCVS 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.Preferred Qualifications- Two years' experience in Customer Service in healthcare- Experience with working in Medicaid and Medicare- Experience in driving high post-call survey and NPS resultsEducationBachelor's degree or equivalent work experienceBusiness OverviewBring your heart to CVS HealthEvery 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. 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.

Created: 2025-11-01