Supervisor, Customer Service

Job DescriptionThis position is responsible for the overall supervision of Customer Service employees in an inbound/outbound call center environment. The supervisor is accountable for the member service experience delivered by their team of agents, meeting business goals, developing staff and managing HR policy. Customer Service is the first point of contact and we are looking for individuals who understand the impact of a first impression. Responsibilities include:Develops, motivates, evaluates and coaches team membersUtilizes available incentive programs to reward, recognize and celebrate successAssess agent performance on a regular basis and provide candid and timely feedbackDevelops and maintains strong collaborative relationships with internal business partners and peersRemoves barriers to job performance and ensures complianceAttracts, selects and retains high caliber, diverse talent to achieve business goalsActs as a liaison between team members and other areas of the organizationsEffectively applies and enforces HR policies and practicesAbility to manage multiple prioritiesFocus on resultsEffectively communicates with teamActively participates in leading changeRequired Qualifications2 years leading customer service team of 10+ employees- 2 years with call center environment, both inbound and outbound- Experience managing telework based employees- Demonstrates ability to effectively communicate and adapt style or method as needed- Motivates and encourages team members- Experience with call center tools such as CMS, Avaya, RTA, Impact 360, Teams- Ability to adapt to frequent change- Experience with process improvement including identifying and implementing changes- Strong organizational skills a must- Experience administering HR policy and confidence balanced with concern when discussing performance that is not meeting requirements- Collaborates with others to achieve business objectives- Monitoring quality and compliance- Must have a high-speed internet connectionCOVID 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-Experience working with a Medicare population-Experience managing high volume inbound call surges -Managed temporary employees as well as permanent hiresEducationAssociates Degree or equivalent work experience.Business 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: 2025-09-06