[Hiring] Call Center Supervisor, Enterprise Absence @CVS Health

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Role Description

Accountable for the delivery of outstanding Absence Management and related Colleague Services through team management, education, development and motivation of the CVS Health Call Center Team and an internal commitment to colleague needs. Responsible for providing the enterprise with a Center of Excellence that supports leave administration under federal, state and company leave policies. Ensure the highest possible level of colleague service by providing colleagues with the tools, knowledge, technology, HR data and business unit support.

  • Directly supervise a team of 15 to 20 Call Center Representatives, Enterprise Absence Management including selection, recognition, coaching, and performance assessments.
  • Support the Call Center Manager in leading a delivery model that reflects empathy and care for our colleagues.
  • Review and partner with Quality Assurance Specialists and Trainers to identify and collaborate on enhanced training curriculums.
  • Ensure the Call Center meets or exceeds metrics around average speed of answer, abandoned rate, average handle time, call quality, and other key metrics.
  • Resolve tier II and tier III escalations from Call Center Representatives; document problem history in Salesforce and/or myLeave.
  • Recommend programs and practices to enhance productivity, reduce costs, and maintain service levels.
  • Assist Call Center Representatives with escalated issues to ensure unique circumstances are handled appropriately.
  • Collaborate with other Call Center Supervisors, Case Management, and the Call Center Manager to resolve high-level leave issues.
  • Work with the Call Center Manager and Workforce Data Analyst to manage workload and staffing.
  • Provide mentoring, coaching, and support to develop Call Center Representatives for career advancement.

Qualifications

  • 3-4 years of Call Center experience.
  • 3-4 years of FMLA, State Leaves, Disability, and HR experience.
  • Knowledge of call center applications such as IEX, Five9, and CMS is preferred.
  • Strong commitment to Customer Service.
  • Ability to work independently and as part of a team.
  • Excellent written, verbal, and listening skills.
  • Demonstrated ability to maintain confidentiality.
  • Strong problem-solving and critical thinking skills.
  • Strong organizational and data entry skills with attention to detail.
  • Ability to plan and prioritize workloads with minimal supervision.
  • Demonstrated ability to think strategically and creatively for continuous improvement.
  • Ability to follow through on problems to provide satisfactory resolutions.
  • Demonstrated ability to multi-task while meeting deadlines.
  • Proficiency with MS Office Products.
  • Regular and predictable attendance is required.

Requirements

  • 3-4 years of Call Center experience.
  • 3-4 years of FMLA, State Leaves, Disability, and HR experience.

Benefits

  • Comprehensive medical, dental, and vision coverage.
  • Paid time off.
  • Retirement savings options.
  • Wellness programs and other resources based on eligibility.
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