Supervisor, Contact Center Service

CVS Health•Washington, NV

4d•$43,888 - $76,500•Remote

About The Position

The CC (Contact Center) Service Supervisor helps us meet the goal of successfully managing comprehensive care and providing an unmatched patient experience to all Oak St Health patients. The Supervisor is responsible for providing quality and efficient service to patients through the daily supervision of a team of advocates within the region, including, but not limited to, monitoring, motivating, recognizing, coaching, counseling, training, and resolving patient issues, when possible and communicating patient needs and requests to the care teams in the clinics. Additionally, the position assists the manager with developing, analyzing, and implementing staffing, scheduling, and reward/recognition programs.

Requirements

At least 6 months experience supervising in a high-volume call center
High School diploma or equivalent required, undergraduate degree preferred
Ability to multitask, prioritize, and manage time effectively
A flexible and positive attitude
Effective communication and organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Computer proficiency, including Google Docs and Sheets
Problem Solving/Analysis
US work authorization
Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment required as well as reliable dependent care during working hours
Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
Ability to participate in classroom-style remote training sessions
An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Responsibilities

Supervise a team and responsible for performance management and providing feedback in collaboration with the manager of the team
Provide daily direction and communication to advocates to ensure patient calls are answered in a timely, efficient, and knowledgeable manner
Provide continual evaluation of processes and procedures.
Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff
Provide statistical and regular performance feedback and coaching to each team member
Write and administer performance reviews for skill and behavior improvement
Ensure agents have appropriate training and other resources to perform their roles
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
Work as a member/leader of special or ongoing projects that are important to area/process development
Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives
Use appropriate judgment in upward communication regarding department or advocate concerns
Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience
Other duties as assigned.