Manager, Call Center Customer Service

About the position

Join CVS Health as the Manager of Call Center Customer Service within our Services & Benefits division, where you will have the opportunity to make a significant impact on the operational success of our Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. In this pivotal role, your leadership will directly contribute to achieving performance guarantees, service levels, and customer satisfaction. We are looking for someone who is passionate about developing others, driving results, and building high-performing teams. This remote position requires flexibility to work during call center hours, which are from 8:00 AM to 11:00 PM EST, seven days a week. As the Manager, you will lead a team of front-line supervisors and dedicated agents, managing performance and resolving colleague relations issues to ensure the achievement of performance guarantees. You will drive colleague engagement initiatives to foster a positive work environment and support leadership and colleague development. Additionally, you will act as the point of contact for escalated customer issues that require managerial intervention, conducting thorough investigations and collaborating with relevant departments to provide swift and effective resolutions. Your role will also involve conducting comprehensive root cause analyses for escalated issues and proposing preventive measures to minimize their recurrence. Operational excellence is key in this role, as you will oversee the execution of our services, monitor and coach supervisors in quality and productivity, and regularly review existing processes to identify areas for improvement. You will collect and analyze customer feedback to identify trends and areas for enhancement. Collaborating with the training team, you will develop and implement training programs that equip colleagues with the most up-to-date information, ensuring ongoing training sessions to keep all team members informed about changes in products, services, and procedures. Cross-functional collaboration is essential, as you will work closely with departments such as Digital, IT, Workforce Management, and Vendor Management to implement and communicate process improvements. This position reports to the Lead Director, Service & Benefits, and offers a unique opportunity to lead a dynamic team in a fast-paced environment.

Responsibilities
? Lead a team of front-line supervisors and dedicated agents.
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? Manage performance, resolve colleague relations issues, and ensure the achievement of performance guarantees.
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? Drive colleague engagement initiatives to create a positive work environment.
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? Support leadership and colleague development.
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? Act as the point of contact for escalated customer issues that require managerial intervention.
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? Conduct thorough investigations and collaborate with relevant departments to provide swift and effective resolutions.
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? Conduct comprehensive root cause analyses for escalated issues, working closely with relevant teams to address underlying problems.
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? Propose and implement preventive measures to minimize the recurrence of escalated issues.
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? Oversee the operational execution of Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus.
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? Monitor and coach supervisors in quality, productivity, and overall work performance.
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? Regularly review existing processes and procedures related to customer interactions, and identify areas for improvement to enhance efficiency, accuracy, and customer satisfaction.
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? Collect and analyze customer feedback to identify trends and areas for improvement.
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? Collaborate with the training team to develop and implement training programs that equip colleagues with the most up-to-date information.
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? Ensure ongoing training sessions to keep colleagues informed about changes in products, services, and procedures.
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? Conduct regular assessments to identify new hire, refresher, and continuous learning training needs for both internal and vendor colleagues.
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? Coordinate training plan and scheduling with the learning and development and workforce management teams for both internal and vendor teams.
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? Support the implementation of new systems and processes.
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? Work closely with other departments to implement and communicate process improvements.
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? Collaborate with Vendor Management and third-party vendors to achieve and maintain performance goals; actively resolve customer concerns and escalations.
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? Foster a collaborative environment where cross-functional teams work together to achieve common goals.

Requirements
? 3+ years of exceptional leadership & collaboration skills.
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? 3+ years of proven experience in a managerial role leading other People Leaders, preferably within a customer service or retail environment.
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? 3+ years' experience in customer service operations.
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? 3+ years of demonstrated leadership experience in managing Contact Center operations on a large scale in a highly competitive multi-unit environment.
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? 3+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies.
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? Ability to travel up to 25%.

Nice-to-haves
? Expertise in Healthcare, Medicare, Managed Care Organizations, or Customer Service.
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? Experience working with third-party BPO vendors.
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? Previous demonstrated experience in managing a geographically and functionally diverse team.
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? Excellent supervisory skills, including customer service skills.
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? Strategic thinker with a focus on continuous improvement.
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? Excellent time management and organizational skills.
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? Strong quantitative/analytical skills and project management skills.
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? Strong verbal and written communication skills and ability to communicate with all levels of the organization.
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? Experience adapting to change, perform critical analysis, plan, organize and evaluate effectively.
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? Experience with sharing performance feedback to employees.
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? Proficiency in Windows and MS Office Suite.
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? Bilingual in Spanish.

Benefits
? Full range of medical, dental, and vision benefits.
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? 401(k) retirement savings plan.
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? Employee Stock Purchase Plan available for eligible employees.
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? Fully-paid term life insurance plan for eligible employees.
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? Short-term and long-term disability benefits.
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? Numerous well-being programs.
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? Education assistance and free development courses.
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? CVS store discount and discount programs with participating partners.
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? Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

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