CVS Health

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Call Center Manager

at CVS Health

Posted: 5/27/2020
Job Status: On Call
Job Reference #: 1271006BR
Keywords: call center

Job Description

Job Description
CVS Health has a unique leadership opportunity at our brand new Las Vegas, NV Customer Care Call Center. We are seeking an experienced Customer Care Manager who is enthusiastic about building and expanding our Customer Care Operations. If you are a true pioneer and visionary with an unyielding dedication to quality customer service and employee development, this is the role for you.

In this role, you will be both operations centric, as well as customer facing, and will co-manage a call center of more than 300+ colleagues, including 14 supervisors and a premier dedicated CVS Health client. The opportunity is unique because you will have the opportunity to help us shape, grow, expand and define the success and direction of our new call center. Also, you will be managed and mentored by well-respected Director of Customer Care, who has been part of the CVS family and network for nearly 20 years.

As a Customer Care Manager, you will be responsible for the day to day operational support of call center service delivery and business performance. Furthermore, you will provide and lead through others in balancing business objectives, customer delivery, and colleague goals for the organization. Also you will be instrumental in planning the growth of our call center operations as well as the development of our Supervisors and hourly colleagues and you will have direct/indirect responsibility for 300+ colleagues, both hourly and exempt, and will manage customer service functions through planning, analysis and problem solving. In addition, you will have direct and indirect management of Customer Care Supervisors and Representatives.

To be successful in this role, the Customer Care Manager must be able to demonstrate the following skills:

- Excellent oral and written communications
- Strong leadership skills and competencies
- Leadership in developing internal processes and standards for the Call Center with oversight of the call center
- Collaborates well with internal and external Business Partners
- 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
- Engages colleagues directly to ensure customer satisfaction and site performance
- Engages leadership when needed to recommend changes to avoid recurring customer complaints
- Strong understanding of business data and analytics of Call Center Key Performance Indicators (KPIs)

Required Qualifications
- 5 years or more of management experience within a call center environment
- Experience managing a large team of at least 100 direct and indirect employees

Preferred Qualifications
- Bachelor's degree highly preferred
- Knowledge of PBM (Pharmacy Benefit Manager) processes and procedures
- Previous experience working in healthcare
- Strong leadership skills with the ability to translate business strategy in to measurable objectives
- Experience in a role that involves forecasting and analyzing data against budget statistics

Education
- High School Diploma or GED is required

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country’s health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at https://cvshealth.com/covid-19

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site.

We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout, contact the Modern Hire Help Desk at 1-877-451-1695 or cvs_support@modernhire.com.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!