Call Center Supervisor, Enterprise Absence

Role Overview

• 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

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