Supervisor Call Center Customer Service
CVS Pharmacy - San Antonio, TX
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Job DescriptionGreat employees deserve great leadership. Here is your chance to make a real difference in your career. CVS Health, is Fortune 5 Company and we are looking for leaders to make an impact. Due to growth, we are looking for a Call Center Supervisor to join us in our San Antonio, Texas location. Excellent oral and written communications, Strong knowledge of PBM processes and procedures preferredExceptional leadership skills, Proven ability to translate business strategy into directions, plans and measurable objectives, Responsible for overall direction, coordination, evaluation and achievement of customer care teams and goals, Conducts necessary follow-up with clients and plan participants to ensure customer satisfaction, Confers with other personnel to recommend changes to avoid recurring customer this role you will provide ongoing supervision to CSR staff as well as evaluate, interview, hire, and manage a team. Responsibilities include the monitoring of quality, coaching, and problem solving. This individual will be responsible for assisting in the development of the team and department as the business evolves and must have the ability to adjust to various schedules as dictated by department business order to be successful in this position you should use your experience working with strict deadlines and ability to meet deadlines on a daily basis, in a high intensity, fast paced production environment to effectively manage people and provide team leadership. It will require extreme accuracy, attention to detail and data standards, excellent communication, organizational, and interpersonal skills. Additionally, you must be within 75miles of San Antonio, TX as you may need to come on site from time to time. Overall Daily Tasks Include:1. Day to Day Operations: Daily tasks such as monitoring team attendance, reviewing and pulling team statistics. This also includes hiring and managing performance of new hires as well as the current team. Other examples include compiling monthly, semi-annual, and yearly performance reviews for employees to discuss performance and manage to those performance outliers. Providing consistent feedback through delivery of positive feedback using the employee recognition portal as well as addressing performance concerns via corrective action.2. Coaching and Development of Team: Providing feedback to the team in an effort to foster growth and development. This goal is achieved by call reviews to ensure quality assurance, side by side coaching, coaching sessions, 1 on 1 meetings, shadowing opportunities, stretch roles, and other opportunities as available by location. Supervisor will work with team individuals to identify strengths and opportunities and work through those using SMART Goals and Action plans in an effort to identify opportunities available for representatives and help them achieve their goals. Thoughts surrounding succession planning for the team and representative should be on the forefront.3. Cross Team Collaboration: Working with other teams such as Resource Planning, Leave of Absence, and Time and Attendance amongst others to ensure outcomes of required reporting and goals are being completed in a timely fashion.4. Assume Additional Responsibilities: Working on special projects as assigned by leaders such as interim or stretch roles for personal growth opportunities, collaboration and support during Welcome Season, and providing support to other departments as needed.Shift:Monday through Friday with rotating weekendsWe offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a wide-ranging list of supplemental benefits and discount programs. In addition to sixteen paid days off for employees, we also offer ten paid holidays.Pay RangeThe typical pay range for this role is:Minimum: 40,560Maximum: 81,100Please 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 Qualifications- 1+ years prior supervisory/coaching experience; defined as hiring, delivering corrective action, leading employeesCOVID 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- 3-5 years prior customer service experience preferred- Associate or Bachelor's degree or relevant experience preferredEducationHigh School diploma or equivalentBusiness 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: 2024-09-07