Internal Principle Store Technician

Job DescriptionImplement and execute Quality process for offshore, supplemental labor.Additional responsibilities:- Overall, ensure we are maximizing the investment in, and potential of, offshore resources as it relates to quality service delivery at the agent level- Develop, implement, and monitor offshore labor performance reporting- Partner with RSSC Manager of offshore labor, to identify and implement creative solutions for performance/training/scheduling gaps- Implement and manage ongoing coaching/scoring calibration process with offshore managers and leads. - Ensure dedicated Call Quality Coordinators are executing process completely and with integrity- Determine when offshore agents are skilled to move to independent call taking, and provide next steps for those who do not pass- Generate QA resource workload planning for 135 Nesting and Production agents in offshore pool (Combined SGIC and TP)- Function as RSSC process expert for offshore questions on skill, call flow, operational expectations1.Oversee the Quality functions of the RSSC offshore operating unit - plan, organize, and assign evaluation workload for the nesting and production work environments. Resource planning currently includes evaluation support for ~135 agents across 2 offshore supplemental labor groups. 2.Coach and professionally develop 1st level non exempt employees using established performance evaluation criteria3.Provide coaching requirements and calibrations between onshore and offshore leadership. Validate requirements are met. Function as audit the auditor between groups4.Maintain the same level of service quality offshore, as required by onshore counterparts - by enforcing quality and customer service standards, analyzing problems, and recommending improvements. Compare results across goals - and provide necessary actions to stay on track. Provide recommendations for employee retention or dismissal based on observed and documented performance - establish regular communication updates to Quality and Operations management5.Be a mentor, problem solver, and decision maker for Quality Administrators supporting offshore laborPay RangeThe typical pay range for this role is:Minimum: 21.01Maximum: 46.83Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications5 to 8 years of related work experienceRSSC Skill Sets All: RX/Front Store/MC/PW/Photo - 5+ years experienceRSSC Callflow and Operational Process requirements - 3+ years experienceQuality Assurance guidelines and evaluation requirements -5+ years experienceVerint application uses and admin functionality - 1+ years experienceCoaching protocols for call center performanceCall Center metrics and performance fundamentalsCOVID 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 Qualifications8 to 10 years of related work experienceSkill In: Level 3 Coaching and MentoringRapport building across a diverse communityAdvanced essential communication fundamentals (Written/Verbal/Visual/Contextual)Vendor ManagementMS Office - Excel/Word/OutlookData analysis and reportingVirtual desktop use, support requirements, and accessAbility To: Flex schedule by time zone and across internal/virtual/offshore work environmentsThink strategically and problem solve in real-timeWork with regular and predictable attendanceCommunicate professionally, verbally and in writing, to various management levels across the CVS and offshore management teamsEducationRequired High School Diploma or GED - Preferred Associates DegreeBusiness 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: 2024-10-19