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Bringing our heart to every moment of your health.
Call Center Supervisor, Enterprise Absence
Location
Idaho + 2 moreAll locations: Idaho | Rhode Island | Texas
Posted
46 days ago
Salary
$43.9K - $102.1K / year
Seniority
Senior
Job Description
Call Center Supervisor, Enterprise Absence
CVS Health
• Accountable for the delivery of outstanding Absence Management and related Colleague Services through team management, education, development and motivation of the CVS Health Call Center Team • Responsible for providing the enterprise with a Center of Excellence that supports leave administration under federal, state and company leave policies • Ensure the highest possible level of colleague service by providing colleagues with the tools, knowledge, technology, HR data and business unit support • Directly supervise a team of 15 to 20 Call Center Representative, Enterprise Absence Management to include selection, recognition, coaching and performance assessments • Support the Call Center Manager, Enterprise Absence Management in leading a delivery model that reflects empathy and care for our colleagues • Ensure the Call Center is meeting or exceeding call center metrics around average speed of answer, abandoned rate, average handle time, call quality and other key metrics identified • Resolve tier II and tier III escalations from Call Center Representatives • Recommend to the management team programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support a center of excellence • Assist Call Center Representatives with escalated issues to ensure unique circumstances are handled within the scope of federal, state, and company policies • Collaborate with other Call Center Supervisors, Case Management and the Call Center Manager, Enterprise Absence Management to attend meetings with colleagues, leaders, or HRBPs
Job Requirements
- 3-4 years of Call Center experience
- 3-4 years of FMLA, State Leaves, Disability and HR
- Knowledge of call center applications such as IEX, Five9 and CMS is preferred
- A strong commitment to Customer Service as exemplified by behaviors and disposition
- Ability to work independently and as part of a team environment
- Excellent written, verbal and listening skills to reflect a friendly, positive disposition
- Demonstrated ability to maintain work in the strictest of confidence
- Demonstrated ability to problem solve and apply critical thinking skills, including the ability to think analytically and creatively, under pressure, to solve problems
- Strong organizational and data entry skills with a strict attention-to-detail
- Ability to plan and prioritize workloads, both independently and in a team environment with minimal supervision
- Demonstrated ability to think strategically and creatively toward continuous improvement of operations both technically and functionally
- Ability to consistently and efficiently follow through on problems to provide resolution that is satisfactory to the customer
- Demonstrated ability to multi-task while consistently meeting deadlines
- Proficiency with MS Office Products
- Regular and predictable attendance is required.
Benefits
- medical, dental, and vision coverage
- paid time off
- retirement savings options
- wellness programs
- other resources, based on eligibility
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