Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
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

Supports the Contact Center of Excellence by recommending and designing workflow solutions and strategies for service recovery.  Has responsibility for leading/managing all aspects of an outreach / service recovery project and/or program including planning, coordination, development, and implementation.  Ensures the end state of the project and/or business operations meets business objective(s) and that all deliverables and due dates are met. Highly collaborative process often requires managing relationships across the segments or multiple functional areas.  Accountable for and manages the development, implementation, and ongoing maintenance of workflow project(s) with Contact Center of Excellence scope and specific deliverables. Project scope typically impacts one of the following: process, system, function, and/or product.

Develop, test, implement and maintain member outreach process to correct misinformation and perform service recovery.

Identifies developing trends impacting service center results, studies/analyzes consistency and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential service delivery problems (e.g., increasing management controls, tightening procedures or addressing training needs, etc.)

Under general direction, leads the planning and execution of key organizational projects, ensuring consistent alignment with organizational goals, timelines, and budget constraints.  Role is expanded to drive business results as a subject matter expert for quality, designing protocols, project plans, as well as implementing them.

Implements and enforces quality control processes to identify and resolve any deviations or deficiencies.

Develops change management plans and strategies to minimize resistance and ensure successful adoption.

Directs individuals to manage multiple projects simultaneously, adjust priorities, and meet deadlines while maintaining the highest level of attention to detail.

Listens to customer feedback to identify needs and create effective solutions while managing business partner expectations.

Identifies issues or barriers that may delay the project and works with the team to resolve the issues.

Tracks progress and communicates project status on a regular basis to all impacted parties and stakeholders.

Required Qualifications

• 3-5 years’ experience in Call Center and Call Quality workflows, policies, and tools

• 1-3 years’ experience with demonstrated proficiency in Verint Suite of tools (Quality Management, DPA, Quality Audit Tracker, and GPS) as an administrator or analyst

• Advanced project management skills

• Proven track record meeting project dates and deliverables on time and on budget

• Excellent verbal and written communication skills

• Ability to work collaboratively within work teams at every level

• Strong organizational skills

Preferred Qualifications

• Demonstrated experience in mentoring and coaching to deliver optimal performance outcomes

• Advanced experience in analytical tools (such as Quickbase, Excel, etc)

* We support a hybrid work environment if selected and you live near a suitable work location you may be expected to comply with the hybrid work policy. Under the policy, all hires for in scope populations should be placed into a hybrid or office-based location, working onsite three days a week.*

Education
Bachelor’s Degree or equivalent experience required

Pay Range

The typical pay range for this role is:

$60,300.00 - $132,600.00

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: 12/06/2024

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