Cdr, HR LOA Services

CVS Health•Island, KY

8d•$17 - $34•Remote

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Accountable for the delivery of outstanding Absence Management and related Colleague Services for the CVS Health myLeave Call Center with a strong commitment to the colleague experience. Responsible for answering questions and providing colleague support with the leave of absence process while ensuring call center metrics are met and /or exceeded.

Requirements

1 plus year of Call Center experience.
A strong commitment to Customer Service as exemplified by behaviors and disposition.
Ability to work independently and as part of a team environment.
Excellent written, verbal and listening skills to reflect a friendly, positive disposition.
Demonstrated ability to maintain work in the strictest of confidence.
Demonstrated ability to problem solve and apply critical thinking skills, including the ability to think analytically and creatively, under pressure, to solve problems
Strong organizational and data entry skills with a strict attention-to-detail.
Ability to plan and prioritize workloads, both independently and in a team environment with minimal supervision.
Demonstrated ability to think strategically and creatively toward continuous improvement of operations both technically and functionally.
Ability to consistently and efficiently follow through on problems to provide resolution that is satisfactory to the customer.
Demonstrated ability to multi-task while consistently meeting deadlines.
Proficiency with MS Office Products.
Regular and predictable attendance is required.
Work from a dedicated, quiet workspace that supports productivity, professionalism and the ability to handle calls or meetings without distractions.
Maintain a reliable high-speed internet connection with sufficient bandwidth to support continuous inbound and outbound customer calls, CRM systems, and other call center technologies without interruption.

Nice To Haves

Knowledge of FMLA, State leaves, Disability and HR is preferred.
Knowledge of call center applications such as IEX and Five9 is preferred.

Responsibilities

Support a service delivery model that reflects empathy and care for all colleagues and fosters an environment focused on the colleague experience.
Respond to leave of absence calls while adhering to service levels such as first call resolution, average speed of answer, abandon rate, average handle time and average talk time.
Document and escalate tier 2 calls to the appropriate group utilizing the call center case management system.
Utilize the myLeave system for new leave requests, extensions and responding to inquiries regarding a leave of absence.
Communicate with colleagues, leaders, and other key stakeholders to assist with questions on leave administration.
All other leave of absence and call center duties assigned by the Call Center Lead and / or other key members of the myLeave team. This includes learning skills that support Case Management to develop themselves for the logical next step within the Leave department.
Educate and promote the use of self-service tools and technology to help drive self-service utilization.
Research questions utilizing the knowledge base and other tools and resources to help provide guidance and support to our colleagues.
Change management skills to support the continuous changes within the organization and developments within our department. As well as changes on Federal and State level for protected Leaves.