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.We are seeking a compassionate and visionary leader to join our team as a Supervisor, Service Operations. This role is designed for a driven individual who thrives on empowering others, fostering collaboration, and delivering exceptional service outcomes through a people-first approach.
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As a supervisor, you will lead and manage our broker onboarding and maintenance team within the Senior Supplemental Service Operations department, ensuring smooth day-to-day operations and cultivating a positive, inclusive work environment. This position requires someone committed in delivering outstanding service to our brokers, driving satisfaction, retention, and growth.
Hours of operation will be 7AM-4PM in the CST time zone. Position Summary
- Builds a cohesive team through collaboration, inclusion, and diverse thinking.
- Coaches and mentors team members, assisting with complex questions and broker interactions.
- Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs.
- Monitors and evaluates team performance against key metrics, implementing strategies for continuous improvement.
- Supports, mentors, and coaches team members to help them achieve their professional and performance goals.
- Influences workflow tool development. Takes accountability for achieving and implementing necessary changes.
- Responsible for activities related to staffing, talent management, training and development.
- Develops and maintains strong collaborative relationships with brokers, agencies and internal business partners to maintain excellent lines of communication and shared resources to meet common objectives.
- Partners with leadership to align team goals with broader organizational initiatives and drive operational effectiveness.
- Acts as liaison between staff and other areas, including management, all segments, sales teams, etc., communicating workflow results, ideas, and solutions.
- Completes various business reports, including tracking, trending, and results.
- Works with the leadership team to allocate resources to meet volume and performance standards.
- Responsible for fostering discussions surrounding problem identification and escalation for resolution.
- Responsible for escalations, ensuring satisfaction through prompt, accurate and careful handling.
- 2-3 years experience in building strong cross-functional relationships with internal and external customers.
- 2-3 years experience in anticipating customer needs and requirements as well as facilitating and negotiating using tact and diplomacy.
- Demonstrated leadership that fosters and supports a strong team of individual contributors.
- Working knowledge of problem solving and decision making skills
- Proficient in Microsoft Office Suite.
- Experience in training and development programs.
- Familiarity with SQL or reporting tools
Bachelor's degree or equivalent work experience required Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:$43,888.00 - $85,068.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- 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.