Great employees deserve great leadership. Here is your chance to make a real difference in your career. CVS Health, is Fortune 4 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 Orlando location.
In 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 needs.
In 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 Orland Florida 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.
We 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.
Excellent oral and written communications, Strong knowledge of PBM processes and procedures preferred
Exceptional 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 complaints.
Minimum 1 year prior supervisory/coaching experience; defined as hiring, delivering corrective action, leading employees. 3-5 years prior customer service experience preferred.
Associate or Bachelor's degree or relevant experience preferred.
High School Diploma or GED Required.
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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