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Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The MinuteClinic Call Center Supervisor is responsible for the personnel and operational management of a team of approximately 15-25 contact center FTE’s supporting MinuteClinic patients. Responsibilities include agent performance, coaching and development, qualitative and quantitative KPI’s, quality, and efficiency. Ability to identify trends and drive performance on an individual, team, and department level. Oversees the consistent application of policy and procedures and compliance with regulatory requirements. Manages the day to day call center operations and advanced customer/issue escalations for the contingent staff and vendors. This role reports directly to the Call Center Operations Manager.

Work Shift: Monday-Friday, first shift (ET)

Required Qualifications

- 2+ years of customer service experience

- 2+ years of being in a leadership role

Preferred Qualifications

- 1+ years of prior Supervisor experience

- Customer service experience in a contact center

- Previous experience with Five9 phone systems and IEX Workforce Management

- Experience with handling escalations and resolving problems

- Previous Medical Assistant and/or Medical Billing experience

- Bilingual in Spanish

- Ability to multitask and quickly resolve issues in a fast-paced environment

- Strong communication skills and ability to motivate others

- Demonstrated proficiency using PowerPoint, Word and Excel with ability to create and present data to targeted audiences, both internal and external, in a professional manner

- Self-directed with strong analytical, problem solving, interpersonal, and PC skills

Education: GED, High School diploma or equivalent work experience required; Bachelor's degree preferred

Pay Range

The typical pay range for this role is:

$43,888.00 - $93,574.80

This 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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 10/18/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.