Supervisor, Care

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary

Customer Care Supervisors serve as the first line of leadership for frontline, customer-facing colleagues. The Supervisors must continuously lead, coach, assess and adapt in an ever-changing contact center environment. The role is an entry-level leadership opportunity within the Customer Care call center, in which Supervisors manage teams of at least 16 colleagues. Supervisors must be tactical as well as strategic in evaluating, managing and building their teams. In the role, Supervisors may be called upon to manage blended teams, inclusive to leading representatives who serve various lines of business and clients as well as onsite and virtually blended teams. This role requires an understanding of how to shift from serving as a tactical 'supervisor' to being an influential and motivating leader.

Supervisors must be strong influencers and leaders, must proactively engage their staff as well as proactively resolve conflict in order to produce results, increase colleague engagement and achieve optimal performance. The role is also responsible for monitoring adherence to policies and compliance, assessing company policies and taking action where needed, as well as developing performance plans to develop as well as counsel their colleagues.

• Prior people leadership experience; preferably in a call center environment
• 3+ years customer service experience; preferably in call center environment
• Regular and predictable attendance
• Colleague will be required to work extended work week when needed
• Colleague will be required to travel when needed
• Colleague completes and complies with all required training essential to job
• Colleague must be proficient in Microsoft Office including Outlook, Word, Excel, and PowerPoint

• Excellent Oral and Written Communication
• Strong Knowledge of PBM processes and procedures
• Exceptional leadership skills
• Proven ability to translate business strategy into directions, plans, and measurable objectives
• Responsible for overall direction, coordination, evaluation and achievement of customer care goals
• Conducts necessary follow-up with clients and plan participants to ensure customer satisfaction
• Confers with other personnel to recommend changes to avoid recurring customer complaints
• Proven ability to drive improvement in individual and team performance

• 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.