Supervisor, Call Center Policy Holder Services

CVS Health • Franklin, TN

22h

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. A Brief Overview Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of customer service representatives, monitoring service quality and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

Requirements

• 3–5 years of customer service or related work experience.
• Experience working in team-based, collaborative environments.
• Ability to plan, execute, and deliver on goals.
• Basic knowledge of business intelligence and data-driven decision making.
• Strong problem‑solving and decision‑making skills
• Demonstrated growth mindset, including adaptability and continuous learning.

Nice To Haves

• Supervisory or team‑lead experience in customer service
• Experience coaching or training customer service representatives
• Familiarity with customer service software (CRM or call center platforms)
• Experience using dashboards, KPIs, or service performance metrics
• Background in process improvement or customer experience initiatives
• Strong communication skills with experience partnering across departments (Sales, Operations, Marketing)

Responsibilities

• Advises team members on performance goals to ensure that individual and team targets are being met or exceeded.
• Analyzes call recordings, customer feedback, and service level agreements to identify customer service areas that may need improvement.
• Assists managers with the hiring, training, and coaching of the customer service team to improve departmental capabilities.
• Coaches less experienced staff on customer service procedures and sales pitches to enable the delivery of high-quality services.
• Coordinates training programs for customer service representatives in order to develop their product knowledge, problem-solving techniques, and conflict-resolution skills.
• Defines the scope of customer service initiatives and organizes collaborations between sales, operations, and marketing departments to ensure a seamless customer experience.
• Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys.
• Educates cross-functional teams on how to integrate technology innovations to enhance customer service processes.
• Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes.

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED