Supervisor, Customer Service (Eastern Time Zone)

CVS Health•Carapichaima, VT

2d•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. Position Summary Must reside and work in the Eastern Standard Time. Will manage employees who live and work in Eastern Standard time. Responsible for the overall supervision of Health Concierge and other employees. Accountable for member satisfaction, retention, and growth by efficiently delivering competitive services to members.

Requirements

2+ years experience in Commercial Service Operations
Strong communication, time management, and coaching skills.
Working knowledge of Microsoft Office.
Proven ability to lead teams of 15–25 employees.
Demonstrated success in current role.

Nice To Haves

2+ years of call center or claims experience.
Prior leadership experience in a healthcare environment.

Responsibilities

Lead, coach, and develop a team of 15–25 employees.
Monitor performance metrics (quality, productivity, schedule adherence) and address gaps.
Provide ongoing feedback through call monitoring and regular check-ins.
Complete monthly and annual performance scorecards.
Recognize and reward team and individual achievements.
Partner with internal stakeholders to meet service center goals.
Identify trends, remove performance barriers, and support continuous improvement.
Support hiring, retention, and enforcement of HR policies (attendance, leave, conduct, disciplinary guidelines).